Brilliance One Insights

Capture what the business learns. Make it useful next time.

Organize customer feedback, employee ideas, enhancement requests, recurring questions, service issues, internal knowledge, operational lessons, and improvement opportunities in one connected system.

Brilliance One Insights helps teams preserve what they learn, connect it to the customers and business activity behind it, prioritize what deserves attention, and turn repeated answers or lessons into reusable organizational knowledge.

Explore Insights View Capabilities
Feedback • Requests • Knowledge • Ideas • Improvement
Brilliance One feedback knowledge and business insights management software

Organizational Intelligence

Your business already creates insight. The challenge is keeping it.

Customer conversations, employee experience, support questions, project lessons, product requests, process failures, and everyday operations constantly produce useful information. Insights gives that information a structured place to live.

Capture

Feedback, Ideas & Requests

Record customer suggestions, enhancement requests, employee ideas, service issues, recurring problems, product feedback, and operational lessons before they disappear into email, chat, or memory.

Understand

Context & Priorities

Add categories, tags, status, priority, ownership, comments, votes, account context, and business impact so teams can understand why an item matters.

Reuse

Organizational Knowledge

Convert recurring answers, explanations, troubleshooting steps, process instructions, and lessons learned into knowledge that can help employees and customers in the future.

Beyond Feedback Collection

Collecting feedback is easy. Remembering what the business learned is harder.

A survey response, support conversation, employee suggestion, customer request, or project lesson has limited value if it disappears after the original interaction.

  • What was requested?
  • Who requested it?
  • Which customer or account is involved?
  • Has anyone requested the same thing before?
  • How important is it?
  • Who owns the next step?
  • What discussion has already occurred?
  • What decision was made?
  • Can the answer become reusable knowledge?
  • What did the organization learn?

Connected Learning

Information becomes insight when the business can use it again.

Brilliance One Insights is designed to preserve the relationship between the observation, the people involved, the business context, the resulting discussion, and what happened afterward.

That creates a longer organizational memory instead of another inbox of disconnected suggestions.

Insights Capabilities

Capture the idea. Preserve everything around it.

Structure feedback and organizational knowledge so teams can search it, discuss it, prioritize it, connect it to business relationships, and maintain useful history over time.

Feedback

Customer & Employee Input

Capture ideas, complaints, suggestions, service issues, enhancement requests, recurring questions, and other feedback from across the organization.

Requests

Enhancement & Improvement Records

Maintain structured records for product requests, process improvements, service changes, internal requests, and other opportunities requiring review.

Knowledge

Reusable Answers

Turn recurring questions, support explanations, internal procedures, training notes, troubleshooting guidance, and customer education into searchable knowledge.

Categories

Structured Organization

Use categories, topics, tags, statuses, priorities, and business-specific classifications to keep feedback and knowledge organized.

Collaboration

Comments & Discussion

Keep supporting discussion and additional context associated with the underlying request or knowledge record.

Demand

Votes & Repeated Interest

Use supported votes and related records to identify recurring interest or repeated demand around an idea, request, or improvement.

Ownership

Responsibility & Status

Associate records with the appropriate user or team and maintain status information as an item moves through the organization's review process.

Context

Account & Business Relationships

Connect appropriate feedback and requests with customers, accounts, users, departments, teams, products, services, or other business records.

Visibility

Internal & Public Knowledge

Keep appropriate information internal while publishing selected help, educational, or customer-facing knowledge where configured.

Feedback Capture

Give good ideas somewhere better than a chat thread to live.

Important information arrives through customer conversations, email, internal discussions, support requests, meetings, sales calls, projects, and daily operational work.

  • Customer suggestions
  • Employee ideas
  • Enhancement requests
  • Feature requests
  • Product feedback
  • Service issues
  • Process improvements
  • Operational lessons
  • Recurring complaints
  • Internal requests

Organizational Memory

“Someone mentioned that once” is not a knowledge-management strategy.

A structured insight record creates a place to preserve what was said, who raised it, why it matters, what other information is related, and what happened afterward.

Teams can return to the record instead of trying to reconstruct the original conversation months later.

Insight Lifecycle

Capture. Understand. Act. Learn.

Give feedback and knowledge a repeatable path from initial observation through organizational action and future reuse.

1

Capture

Record the idea, request, question, issue, observation, lesson, or knowledge item with the available business context.

2

Understand

Add categories, tags, priority, ownership, account relationships, votes, comments, and other information that helps explain why the item matters.

3

Act & Learn

Use the insight to support a decision, improve a process, inform work, answer a recurring question, or create reusable organizational knowledge.

Knowledge Management

Answer it once. Make the answer easier to find next time.

Recurring questions and explanations are signals that useful organizational knowledge should be captured in a reusable form.

  • Help articles
  • Frequently asked questions
  • Process documentation
  • Internal procedures
  • Troubleshooting guidance
  • Training explanations
  • Support answers
  • Product guidance
  • Customer education
  • Lessons learned

Institutional Knowledge

Useful answers should survive beyond the person who first knew them.

Important knowledge frequently exists only in someone's memory, inbox, private notes, or old conversation history.

Turning repeated explanations into organized knowledge can reduce duplicated effort and preserve information as teams change and the business grows.

Knowledge Audiences

Some knowledge helps customers. Some belongs inside the business.

Not every answer, process lesson, request, or operational note should have the same audience. Visibility can reflect the purpose and sensitivity of the information.

Customer

Public Help Content

Publish appropriate FAQs, support answers, product guidance, educational resources, and other customer-facing knowledge.

Internal

Team Knowledge

Maintain procedures, operational lessons, troubleshooting guidance, process documentation, and internal reference information for authorized teams.

Restricted

Sensitive Business Context

Keep selected product feedback, customer context, internal strategy, operational problems, and other sensitive records restricted to appropriate audiences.

Organization

Structure information around the way the business thinks.

Flexible classification helps teams organize feedback and knowledge without forcing every idea, article, question, or improvement into the same category.

Categories Group related feedback, requests, ideas, articles, or lessons into meaningful business areas.
Tags Apply reusable classifications that make related information easier to discover across categories.
Status Track where a request, idea, article, or improvement sits in the organization's process.
Priority Identify which items deserve more immediate attention according to the organization's criteria.
Ownership Associate the appropriate user or team with responsibility for reviewing, maintaining, or progressing the item.
Business Context Connect the information with customers, accounts, products, services, departments, users, or other related records.

Collaboration

Keep the discussion with the idea being discussed.

Votes, comments, status changes, updates, and related business context can help show how an insight evolves instead of scattering the decision history across separate conversations.

Votes

Identify Repeated Demand

Use supported voting to help show when multiple people or relationships share interest in the same idea or request.

Comments

Preserve Discussion

Keep additional information, questions, supporting arguments, customer examples, and relevant discussion connected with the underlying item.

Updates

Maintain the History

Track supported status, ownership, priority, classification, or content changes as an item progresses through its lifecycle.

CRM + Insight

Feedback becomes more valuable when you know who it came from.

The same request can carry different context depending on the customer, product, service, relationship, workflow, or operational situation behind it.

  • Customer accounts
  • Contacts
  • Leads
  • Users
  • Departments
  • Internal teams
  • Products
  • Services
  • Operational areas
  • Related business records

Relationship Context

“What did they ask for?” is only part of the question.

Leadership may also need to know whether the request came from one customer or twenty, which products or services are involved, whether the same issue appears repeatedly, and what value or impact surrounds those relationships.

Connecting insight with CRM and operational context helps preserve that broader picture.

Prioritization

Every request matters. Not every request has the same impact.

Use available demand, account context, priority, comments, ownership, business impact, and historical information to support better-informed product, service, process, and operational decisions.

Demand

Understand whether a request appears once or repeatedly across customers, users, employees, or teams.

Priority

Apply an internal level of importance using the criteria appropriate to the organization.

Business Impact

Record why an issue or opportunity may matter to customers, operations, revenue, service, efficiency, or strategy.

Account Context

Understand which customer or business relationships are associated with the request or recurring issue.

Discussion

Preserve the supporting information and debate that may influence how the organization evaluates the item.

History

Review how the idea, request, issue, or knowledge record changed over time and what happened afterward.

Insight → Action

Learning should eventually change what the business does.

Feedback and operational lessons become more valuable when they can inform the work required to improve the business.

  • Create a project
  • Improve a process
  • Update documentation
  • Create a knowledge article
  • Improve customer communication
  • Change training
  • Inform marketing content
  • Review a product or service
  • Notify the responsible team
  • Preserve the decision history

Continuous Improvement

Feedback should have somewhere to go after it is collected.

A captured request may eventually become a project. A recurring support question may become documentation. A repeated operational problem may lead to a process change.

Brilliance One can keep the original insight connected with the business context that influenced the resulting action.

Insights + Automation

Let important information surface when it needs attention.

Where supported, insight status, ownership, priority, or other configured events can participate in notifications and repeatable workflow processes.

Notify

Alert the Right Team

Notify appropriate users when a request, issue, or knowledge item requires attention.

Follow-Up

Keep the Process Moving

Use supported workflow actions to reduce the chance that important feedback remains untouched after it is captured.

Communication

Close the Loop

Use appropriate communication workflows to follow up with internal teams or customers when an insight results in an update requiring communication.

Knowledge + CMS

Turn internal learning into useful customer content.

Appropriate knowledge can be reused within websites, help content, portals, customer education, FAQs, and other digital experiences when CMS capabilities are enabled.

  • Help articles
  • Frequently asked questions
  • Customer education
  • Product guidance
  • Support documentation
  • Portal resources
  • Website content
  • Internal procedures

Learn → Publish

Customer questions can help improve future customer experiences.

When several customers ask the same question, that repeated question can signal a missing help article, unclear product information, weak onboarding, or another content gap.

Insights can preserve the pattern while CMS provides a place for appropriate public or portal content.

Knowledge Access

Share what should be shared. Protect what should remain internal.

Feedback and organizational knowledge may contain customer information, strategic discussions, product plans, internal procedures, operational problems, or other business-sensitive information.

  • Internal knowledge
  • Public help content
  • Customer-facing resources
  • Team-specific information
  • Internal requests
  • Product feedback
  • Role-based access
  • Category-specific visibility
  • Administrative permissions

Permission-Aware Knowledge

Being searchable does not mean everyone should be able to find it.

Brilliance One can use the broader platform permission model and configured visibility to help separate internal information from content appropriate for customers or the public.

Connected Intelligence

Insight becomes more valuable when it connects to the business that created it.

Feedback and knowledge can participate in customer relationships, communications, projects, marketing, automation, CMS, documents, training, and other operational workflows where appropriate.

Accounts

Customer Context

Associate requests, feedback, ideas, and recurring questions with customers, contacts, organizations, leads, or other relationships.

Communications

Conversation Context

Use appropriate communication history and customer interaction context when reviewing feedback or repeated questions.

Automations

Notifications & Follow-Up

Trigger supported notifications or follow-up activity when insight records require attention or reach configured states.

Projects

Improvement Work

Use approved feedback or improvement opportunities as context for projects, tasks, implementation, and operational work.

Marketing

Customer Questions & Themes

Use appropriate recurring questions, customer interests, objections, and themes to inform educational content and campaign planning.

CMS

Publish Knowledge

Reuse appropriate knowledge within public websites, portals, FAQs, resources, help content, and other digital experiences.

Documents

Supporting Information

Associate appropriate files, examples, screenshots, reports, research, or other documentation with the insight record.

Courses

Turn Lessons Into Training

Use important recurring lessons, procedures, or knowledge gaps to inform future employee or customer education where appropriate.

Operations

Process Improvement

Preserve issues and lessons discovered through everyday operations so they can inform process changes instead of being repeatedly rediscovered.

Insight Platform Strategy

Feedback tools collect responses. Knowledge tools store answers. Insights connects the learning.

Modern customer platforms can collect surveys, maintain knowledge bases, organize support information, and use content with AI. Brilliance One Insights is designed to connect feedback, requests, ideas, knowledge, customer context, discussion, prioritization, and improvement work inside the broader Business Operating System.

Listen

Feedback & Requests

Preserve what customers, employees, users, and operations are telling the organization.

Learn

Knowledge & Context

Add relationships, categories, comments, demand, business impact, supporting records, and reusable knowledge.

Improve

Connect Insight to Work

Use what the business learned to inform projects, processes, communication, marketing, training, customer education, product decisions, and future operations.

Insight Standards

More than a suggestion box.

Ideas, requests, knowledge, and improvement opportunities become more useful when they include structure, ownership, relationships, context, visibility, discussion, and history.

Access

Controlled Visibility

Keep appropriate records internal while publishing selected help, educational, or customer-facing resources to approved audiences.

Organization

Flexible Classification

Organize feedback and knowledge using topics, categories, tags, statuses, priorities, ownership, and business-specific classifications.

Collaboration

Connected Discussion

Keep supported votes, comments, updates, supporting information, and decision context associated with the underlying record.

Context

Relationship-Aware Insight

Link insight records with appropriate customers, accounts, products, departments, users, teams, services, and other available business context.

Continuous Improvement

Listen. Learn. Improve. Remember.

Insights gives the organization a repeatable way to preserve what it learns from customers, employees, support interactions, product requests, projects, and day-to-day operations.

  • Capture recurring issues
  • Identify repeated questions
  • Document lessons learned
  • Understand customer requests
  • Track improvement opportunities
  • Build reusable knowledge
  • Preserve decision context
  • Maintain organizational memory

Learn From the Business

The business should not have to learn the same lesson twice.

Organizations generate valuable information every day through success, failure, customer questions, support issues, experimentation, and ordinary operational work.

Preserving enough context around those lessons gives future employees and leaders a better starting point than rediscovering the same information from scratch.

Insights Module Pricing

Add organizational knowledge to the same platform running the business.

Insights participates in Brilliance One's modular pricing model. Start with Core, add Insights, and combine it with the modules responsible for the customer relationships, projects, communications, content, documents, and operations creating the knowledge.

  • Brilliance One Core required
  • Insights available as a business module
  • No per-user platform pricing
  • Feedback and request management
  • Knowledge management
  • Connected customer and operational context
  • CMS included with qualifying configurations
  • Founders 400 alternative available

Standard Configuration

Core + Insights. Connect the learning from there.

Under current standard pricing, Brilliance One Core starts at $147 per month and Insights is $135 per month before applicable module-volume adjustments and usage-based services.

Use the pricing estimator to combine Insights with CMS, Projects, Marketing, Courses, Documents, or the other modules your organization needs.

Build Your Estimate Explore Founders 400

Business Modules

Add the capabilities you need. Keep the platform connected.

Expand Brilliance One with connected modules for financial operations, content, compliance, training, industry workflows, workforce management, reporting, marketing, commerce, projects, scheduling, and technology operations.

Financial Operations

Accounting

Manage quotes, invoices, payments, expenses, vendors, banking activity, journals, and financial reporting while keeping the numbers connected to the customers, projects, products, and business activity behind them.

Explore Accounting

Websites & Content

CMS

Build and manage websites, pages, forms, landing pages, blogs, digital assets, public experiences, and lead capture while connecting the digital experience directly to business operations.

Explore CMS

Governance & Controls

Compliance

Support compliance-conscious operations with identity controls, permissions, logging, security protections, data governance, administrative oversight, and specialized operational workflows.

Explore Compliance & Security

Training & Learning

Courses

Manage courses, curriculum, lessons, assessments, instructors, participants, completion, certifications, renewal requirements, and training history in one connected system.

Explore Courses

Testing Program Operations

Drug Testing

Manage testing pools, random selections, collections, specimens, chain of custody, laboratory workflows, results, documents, and testing-program history.

Explore Drug Testing

FFL Operations

Firearms

Manage serialized firearms, acquisitions, dispositions, bound book records, e4473 workflows, inventory, customers, documents, point of sale, and connected firearms operations.

Explore Firearms

Workforce Operations

Human Resources

Manage employees, onboarding, documents, attendance, leave, training, certifications, reviews, workforce history, responsibilities, and the operational context surrounding your people.

Explore Human Resources

Reporting & Visibility

Insights

Turn customer, marketing, financial, workforce, scheduling, project, and operational information into connected reporting and clearer business visibility.

Explore Insights

Growth & Engagement

Marketing

Manage campaigns, audiences, lead sources, referrals, reputation, local visibility, communications, attribution, and customer acquisition while keeping marketing connected to CRM and operations.

Explore Marketing

Connected Commerce

Point of Sale

Connect customers, products, inventory, transactions, payments, receipts, accounting, purchase history, and specialized retail workflows through the same business platform.

Explore Point of Sale

Work & Delivery

Projects

Manage projects, phases, milestones, tasks, employees, time, documents, costs, customer relationships, communication, and delivery history from one connected operational record.

Explore Projects

Appointments & Resources

Scheduling

Manage appointments, services, attendees, employees, availability, locations, resources, capacity, customers, and the operational workflows surrounding scheduled work.

Explore Scheduling

Assets & Infrastructure

Technology

Manage technology assets, equipment, vehicles, software, subscriptions, assignments, maintenance, warranties, vendors, documents, lifecycle history, and supported monitoring.

Explore Technology

Brilliance One Insights

Capture what the business learns. Make it useful next time.

Organize feedback, requests, ideas, recurring questions, knowledge, priorities, comments, customer context, operational lessons, and improvement opportunities so useful information stays connected to the people, relationships, decisions, and work behind it.

Build Your Estimate Discuss Insights

Brilliance One • Insights • Feedback • Knowledge • Continuous Improvement