Item: Microsoft SharePoint
Rating: 10
Author: Ammar Aldaffaie

Overall Satisfaction with MS SharePoint

Use Cases and Deployment Scope

We are using SharePoint to provide knowledge to our agents, it is providing all the resource and the information they need to do their job effectively and keep them up to date.

Pros and Cons

Pros

Easy to manage and update the database tables with multiple options including API
A web-based application that does not require any installation and compatible with all web browsers
From a developer standpoint, it allows you to use your skills to build an amazing portal within very little time

Cons

I wish there is a better, easier way to access the database
The search functionality is good but not great, I would love to see a more robust search in SharePoint
I really love the integration with MS Lync and Skype, but I think that can use some improvement

Return on Investment

SharePoint has a very positive impact and using it saves time
Fewer team meetings and more work being done
One place for knowledge and resource is amazing!

Alternatives Considered

JIRA Service Desk, Atlassian Confluence and Oracle Service Cloud

For the use case we have I think SharePoint is the best fit for the task being done. It is so flexible at the same time simple and powerful. It does not require a lot of coding skills and, with even with the basic knowledge, you can still do a lot.

Other Software Used

JIRA Service Desk, Atlassian Confluence, Visual Studio IDE

Likelihood to Recommend

I think it is great for an internal portal to share knowledge articles and provide your agents with the info they need on daily basis. SharePoint, in my opinion, is the way to go if you want to keep agents ready and updated to handle any task. It is great for pushing continuing training.
Maybe it is not the best suited as a primary training platform but it is great for a quick small information sharing and process documenting also it is perfect to store procedures and rules book.

SharePoint Feature Ratings

Comments

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MS SharePoint the best for you internal knowledge sharing