--- title: USU CSKM (Customer Service Knowledge Management) Reviews meta_title: 'USU CSKM (Customer Service Knowledge Management) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how USU CSKM (Customer Service Knowledge Management) works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 8 scale: '5' date_modified: '2026-07-20' parent_category: name: Knowledge Management url: https://www.g2.com/categories/knowledge-management --- # USU CSKM (Customer Service Knowledge Management) Reviews **Vendor:** USU **Category:** [Knowledge Base Software](https://www.g2.com/categories/knowledge-base-software) **Average Rating:** 4.4/5.0 **Total Reviews:** 8 ## USU CSKM (Customer Service Knowledge Management) Reviews ### 1. An efficient SAM tool for everyone **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Relations | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** Their SAM tool is helping us manage our hardware and software assets throughout their lifecycles, from deployment through retirement. The reporting and analytical features are especially useful, enabling us to be proactive in managing our capital assets. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** If and when you need USU technical support, USU needs to make some improvements to their technical support processes, so that it is more efficient, faster and is able to resolve technical issues on the first try. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** USU solves many of the problems of modern SAM (Software Asset Management) including compliance, license usage/consumption, license entitlement, effective license position (ELP). The greatest benefit is that you have all the required information in one place, so you don't have to go hunting for the information in different places. The tool give you a complete and accurate and up-to-date view of your software licensing and software usage. **Official Response from Jillian Bamforth:** > Hi there, Thank you for taking the time to share your feedback on our SAM tool. We greatly appreciate your insights, as they help us continually enhance our solutions to better serve our users. We're delighted to hear that you find our SAM tool efficient and user-friendly. Making a complex tool easy to learn and use has always been a priority for us, and we're thrilled that you've found our user interface intuitive. We understand your concern regarding response times and customer support. Your feedback is valuable, and we are actively working to improve our support services to ensure a more responsive experience for our users. It's fantastic to hear that our tool is helping you address the challenges of modern SAM. Simplifying compliance, license usage, and providing a centralized, up-to-date view of your software licensing and usage is exactly what we aim to achieve. Having all the necessary information in one place should indeed save you valuable time and resources. We appreciate your partnership and look forward to continuing to support your SAM needs. If you have any further comments or suggestions, please feel free to reach out to us directly. Thank you for choosing USU. Best regards, Jillian Bamforth Field Marketing Manager, North America USU ### 2. USU Knowledge Base Installation **Rating:** 4.0/5.0 stars **Reviewed by:** Shaffir U. | Enterprise Architect, Enterprise (> 1000 emp.) **Reviewed Date:** February 14, 2024 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** Building on what I mentioned before, I've also been impressed by how intuitive the USU interface is for content updates — the template structure makes it easy for the team to stay consistent without needing technical support for every change. I also appreciate the flexibility it gives us to scale our knowledge base as our needs evolve, without significant additional overhead **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** More hands-on control during the initial build phase would help us move faster and reduce dependency on external support. Additionally, expanding the training resources **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** We currently have a contract with MindTouch (NICE CXone Expert) that ends soon. Since the acquisition of MindTouch by NICE, it has become impossible for us to make any changes to our contract. We are currently close to installing USU for use just adding the package "Unymira Knowledge Center (Managed) to our application. **Official Response from Jillian Bamforth:** > Thank you for taking the time to leave a review about your experience with USU! We're thrilled to hear you find our solution cost-effective and appreciate the self-management capabilities through templates similar to the Zendesk interface. Our aim is to provide you with a platform that's not only powerful but also easy to navigate and tailor to your needs. Regarding your feedback on the services required for implementation, we understand that getting started with a new platform can come with its challenges. Our goal in building the site for you and providing training is to ensure a smooth transition and to empower your team to use the platform confidently. We're here to support you every step of the way, and we're committed to making this process as seamless as possible. We're glad to learn that USU is offering a valuable alternative for your knowledge base needs, especially considering your upcoming transition from MindTouch (NICE CXone Expert). It's important to have a flexible and responsive partner in managing your contract and platform, and we're here to fill that role for you. If there's anything more we can do to assist during this transition or if you have further suggestions on how we can improve your experience, please don't hesitate to reach out. Your satisfaction and success with our platform are of utmost importance to us. Thanks again for choosing USU. We look forward to continuing to support your business! ### 3. Customized Experience, Smooth Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Katherine G. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** I love that USU is customized for our company, allowing us to have our logo and choose the colors and layout we wanted. This makes our company feel like it's ours and gives our employees a sense of having something created for their needs. It helps us answer our daily customer questions in a timely manner. The transition to USU was smooth, which was a relief. Given these aspects, I'd give it a strong recommendation. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** Reporting could be an area for improvement when we pull data on articles being open the data doesn't match what we are testing. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** USU helps me answer customer questions quickly. **Official Response from Jillian Bamforth:** > Thank you for sharing your positive experience with USU CSKM! We're thrilled to hear that the customization options have made your company feel more personalized and that the transition was smooth. We appreciate your feedback regarding the reporting discrepancy and will look into this issue to ensure accurate data retrieval. We're glad that USU is helping you answer customer questions promptly. If you need further assistance or have any more feedback, please feel free to reach out. We're here to help! ### 4. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Teshassana p. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** Im able to add embedded PDFs and videos. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** Add embedded videos that are Mp4 so Youtube does not have to be used. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** Providing information to other employees **Official Response from Jillian Bamforth:** > Hi Teshassana, Thank you for your feedback on our software. We appreciate your positive comment about the platform's ease of use for creating straightforward documents. We understand the importance of easy access to archived articles and apologize for any inconvenience you may have experienced. We are continuously working to improve our platform's functionality and user interface, including enhancing access to archived content. We aim to facilitate effective information sharing among employees, and we're glad to hear that our platform has been beneficial in this regard. Thank you for your feedback. If you have any further suggestions or questions, please feel free to reach out to us. We appreciate your support. Best regards, Jillian Bamforth Field Marketing Manager - North America USU ### 5. Transformative experience for a center with outdated knowledge practices **Rating:** 4.0/5.0 stars **Reviewed by:** Shane A. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 20, 2024 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** The centralizing of all knowledge into a single source of truth has been hugely beneficial for our workforce. This has been reflected in higher quality scores on average across users of the platform. USU presents knowledge in a way that is easy to consume for our agents. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** We do see some struggle from agents in utilizing the search features. We have had to train agents on how to utilize the tool as they were assuming a more "Google like" search experience. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** For our business, bringing all knowledge for CS under one roof has significantly improved the agent experience as they can find he answers to complicated questions and understand difficult processes with more ease than they could prior. This allows them to focus more of their energy on the client experience and offer an increased level of service. **Official Response from Jillian Bamforth:** > Hi Shane, We're glad to hear that our platform has centralized knowledge and improved the quality scores for your workforce. We appreciate your feedback and will continue to work on enhancing the search features to make it more user-friendly. Thank you again! Best, Jillian ### 6. Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Harrison K. | Corporate Trainer/Instructional Designer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2023 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** Working with USU has been incredible. Everyone is super helpful and focused on helping us find success with Knowledge Management. They are open to innovation and experimenting with how the system can be used more successfully, and have been an excellent support in doing so. The system itself works fantastically and has completely changed how we do Knowledge Management for the better. It is now so much esier to make updates, and receive feedback from all users to make sure that all necessary knowledge is housed in the system. Implementing was easy! Customer Support is fantastic! It's a system that has completely revolutionize our Learning and Development. We are in there every work day! Although they are based out of Germany they have reps in the US as well so we can always get the support we need. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** We really have not encouuntered any issues while working with them. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** We had an internal tool for Knowledge Management that was basically a file and folder structure that did not have good search functionality. It required people to remember where things were housed. Now we can easily search and find what we need! **Official Response from Jillian Bamforth:** > Dear Harrison, We are thrilled to receive your glowing review of USU Knowledge Management. Your positive feedback regarding the team's helpfulness, focus on success, and openness to innovation reaffirms our commitment to delivering a seamless experience. It's truly rewarding to hear that the system's effectiveness has transformed your Knowledge Management processes, making updates easier and facilitating user feedback for a more comprehensive knowledge repository. We appreciate your mention of the smooth implementation process and the fantastic support from our Customer Support team. Knowing that our platform has become an indispensable tool, revolutionizing your Learning and Development, inspires us to continue providing top-notch solutions. Thank you for choosing USU Knowledge Management, and we look forward to supporting your ongoing success. Best regards, Jillian Bamforth Marketing Manager, North America USU Knowledge Management Team ### 7. Quick purchase and economical **Rating:** 3.0/5.0 stars **Reviewed by:** Susan E. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** The price has been very easy to get purchased and implemented. Article variety is good. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** Ongoing support has been limited or not exactly what we need. Still working on improving "search terms" to make the tool fast and effective for front line representatives. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** The knowledge management use allows us to have "one source of truth" and move completely away from individual documents and sharepoint. **Official Response from Jillian Bamforth:** > Susan, Thank you for sharing your thoughts on USU Knowledge Management! It's great to hear that the purchase and implementation were both quick and budget-friendly. I'm happy to hear that you also appreciate the diverse article range. The shift to a "one source of truth" and ditching individual documents and SharePoint sounds like a game-changer. I get that ongoing support has been a bit tricky, and optimizing search terms is a work in progress. Hang in there – refining these aspects can make the tool even more effective for your team. Keep giving feedback to the USU team; it's crucial for fine-tuning. Please reach out to your Customer Success Manager or myself (jillian.bamforth@usu.com). We want our Knowledge Management tool to be a 10/10 asset for your business. Cheers to smoother knowledge management ahead! 🚀 Best Regards, Jillian Bamforth ### 8. ITAM and SAM Tooling and Services **Rating:** 5.0/5.0 stars **Reviewed by:** Rebecca H. | Owner, Enterprise (> 1000 emp.) **Reviewed Date:** March 16, 2022 **What do you like best about USU CSKM (Customer Service Knowledge Management)?** We found the open data architecture to be the best option for us. We didnt need another discovery tool for SAM initially. But now that we're maturing, we're looking at additional tooling to help with augmenting our data with enriched information/catalogue data around our SaaS, PaaS and IaaS management and finops. **What do you dislike about USU CSKM (Customer Service Knowledge Management)?** The Knowledge Base is usually a paid subscription past your first year, but if you ask, they will usually give it for free. **Recommendations to others considering USU CSKM (Customer Service Knowledge Management):** This is by far the most powerful tool in the market. It gives you the most capabilities around creating custom recognition and reconciliation engines. The data is simple to extend to include new elements, and there's a ton of out of the box connectors so you don't have to rely on introducing new discovery sources - unless you have to because your current sources are insufficient. However - it's also the most powerful tool on the market - so some organizations find it too much too soon if they're just starting out. Thankfully, there's an extensive services and customer success team to help you get up to speed fast - and they care about building long term relationships to support organizations while they mature into the power of their capabilities. **What problems is USU CSKM (Customer Service Knowledge Management) solving and how is that benefiting you?** We've saved more than $4M in actual cost savings/cost avoidance in the last year. We are using the tool day to day to fulfill software requests from inventory and identify if we need to buy more licenses, managing compliance, running harvesting campaigns, as well as major annual renewals/true up etc. We've just started using the information to assist with IT visibility for our Risk and Security teams, and used the data in LiMA to support our ISO and SoCs compliance reporting which we were able to do in days rather than weeks. **Official Response from Dani Swankoski:** > Thank you for taking the time to review the USU License Management solution! - [View USU CSKM (Customer Service Knowledge Management) pricing details and edition comparison](https://www.g2.com/products/usu-cskm-customer-service-knowledge-management/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-23+08%3A23%3A05+-0500&secure%5Bsession_id%5D=cbadbffe-5c0e-4294-bf3f-65bf4937cbe9&secure%5Btoken%5D=9bb953da79a6bbcc766ae56f2c29bbfc5a0ca8d706959764fc3b8a2e3d6fe247&format=llm_user) ## USU CSKM (Customer Service Knowledge Management) Features **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor **Knowledge Base** - Q & A - Link Sharing - Searchable **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Communication** - Social Features - Tagging - Upload - Comments ## Top USU CSKM (Customer Service Knowledge Management) Alternatives - [Slack](https://www.g2.com/products/slack/reviews) - 4.5/5.0 (37,460 reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - 4.6/5.0 (12,656 reviews) - [Notion](https://www.g2.com/products/notion/reviews) - 4.6/5.0 (11,122 reviews)