Brilliance One Insights

Capture what you learn. Turn it into something useful.

Collect feedback, ideas, requests, internal knowledge, customer questions, and operational lessons in one structured system.

Brilliance One Insights helps teams organize what customers and employees are telling them, connect that information to the right business context, publish useful knowledge, and maintain a clearer record of improvement opportunities.

Explore Insights View Insight Controls

Feedback • Requests • Knowledge • Ideas • Improvement

Brilliance One insights and knowledge management

Structured Feedback

Turn everyday feedback into organized business knowledge.

Capture ideas, enhancement requests, recurring questions, process lessons, service issues, and customer feedback without leaving important information scattered across inboxes, chats, documents, and informal notes.

Feedback

Ideas, Requests & Lessons

Capture internal suggestions, customer requests, product feedback, service issues, operational observations, and other improvement opportunities.

Knowledge

Searchable Answers

Turn repeated questions, support answers, process notes, and training explanations into organized knowledge that can be reused by teams and customers.

Priorities

Understand What Matters

Track categories, priorities, votes, comments, account context, demand, and business impact to help leadership evaluate what deserves attention.

Feedback Capture

Give ideas a place to go.

Important ideas often disappear because they arrive through different channels. Insights gives teams a structured place to record and organize them.

Customer suggestions
Employee ideas
Enhancement requests
Product feedback
Service issues
Process improvements
Operational lessons
Internal requests

Centralized Feedback

Stop losing good ideas in email and chat.

A structured feedback record makes it easier to understand what was requested, who raised it, why it matters, what context surrounds it, and what happened afterward.

Request Lifecycle

Capture the request. Keep the history.

Capture

Record the idea, question, enhancement request, issue, lesson, or other insight with its available business context.

Organize

Apply appropriate categories, tags, priorities, status, ownership, comments, and related account information.

Act & Learn

Use the information to support a decision, improve a process, answer a recurring question, or create reusable knowledge.

Knowledge Base

Turn repeated answers into reusable knowledge.

When the same questions, explanations, troubleshooting steps, or process instructions appear repeatedly, convert them into structured content that can be searched and reused.

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

Institutional Knowledge

Useful answers should survive beyond the conversation that created them.

Converting repeated explanations into reusable knowledge can reduce unnecessary duplication and make useful information easier for appropriate users to find.

Organization

Structure information around the way your business thinks.

Use topics, categories, tags, statuses, priorities, and other classifications to keep insight records and knowledge easier to navigate.

Categories Group related requests, ideas, articles, or feedback into logical business areas.

Tags Apply reusable classifications that help connect related information across categories.

Status Track where an item sits in the organization's review or improvement process.

Priority Identify which ideas, issues, requests, or knowledge needs deserve more immediate attention.

Ownership Associate the appropriate person or team with responsibility for reviewing or maintaining an item.

Business Context Connect information with appropriate accounts, departments, users, customers, or internal teams.

Collaboration

Add context as the idea develops.

Supported votes, comments, updates, and status changes can help teams understand how an idea or request evolves over time.

Votes

Measure Interest

Use supported voting to help identify repeated demand or shared interest around requests and improvement ideas.

Comments

Preserve Discussion

Keep relevant discussion and additional context associated with the insight record instead of scattering it across separate conversations.

Updates

Maintain Progress

Track supported status or content changes as an idea, request, or article moves through its lifecycle.

Business Context

Feedback becomes more useful when you know where it came from.

Link requests and feedback to appropriate accounts, users, customers, teams, or departments so leadership can understand the relationship behind the request.

Customer accounts
Contacts
Users
Departments
Internal teams
Products or services
Operational areas
Related business records

Connected Intelligence

“What was requested?” is only part of the question.

Understanding who made the request, what relationship they have with the organization, and whether similar requests exist can provide better context for prioritization.

Prioritization

Make decisions with more context.

Use available demand, comments, account context, categories, priorities, and business impact information to support product, service, and operational decisions.

Demand

Understand whether an idea or request appears repeatedly across customers, users, or teams.

Priority

Assign an internal level of importance based on the organization's own criteria.

Business Impact

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

Account Context

Understand which relationships are associated with a request or recurring issue.

Discussion

Preserve comments and supporting context that may influence how an item is evaluated.

History

Review how the request, idea, or article changed over time and what actions were taken.

Access Control

Some knowledge is public. Some should stay internal.

Insight records may include internal strategy, customer feedback, product requests, operational issues, or other information that should be visible only to appropriate audiences.

Internal knowledge
Public help content
Team-specific information
Customer-facing articles
Internal requests
Product feedback
Role-based access
Category-specific visibility

Permission-Aware Knowledge

Publish what should be shared. Restrict what should not.

Brilliance One can use platform permissions and configured visibility to help separate internal insight records from appropriate public or customer-facing knowledge.

Insight Standards

More than a suggestion box.

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

Access

Controlled Visibility

Keep appropriate insight records internal while publishing selected help or educational resources for approved audiences.

Organization

Flexible Classification

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

Collaboration

Connected Updates

Keep supported votes, comments, updates, and article changes associated with the underlying record.

Context

Relationship-Aware Feedback

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

Connected Platform

Insight becomes more valuable when it connects to the rest of the business.

Feedback and knowledge can participate in broader Brilliance One relationship, support, communication, automation, project, marketing, and operational workflows where appropriate.

Accounts

Associate requests, feedback, and knowledge context with customers, leads, organizations, contacts, or other relationships.

Communications

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

Automations

Trigger supported notifications or follow-up workflows when insight records reach configured states or require action.

Projects

Use approved improvement ideas or customer needs as context for project and delivery workflows.

Marketing

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

CMS

Reuse appropriate knowledge and educational content within public websites, portals, and other digital experiences.

Continuous Improvement

Listen. Learn. Improve.

Insights gives organizations a repeatable way to preserve what they learn from customers, employees, support interactions, product requests, 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 history

Learn From the Business

The organization already generates valuable insight every day.

The goal is to capture enough context that useful feedback and operational knowledge can inform future decisions instead of disappearing after the original conversation ends.

Integrated Suite

When insight connects to the whole business.

Extend Brilliance One beyond feedback and knowledge management with connected CRM, HR, Projects, Accounting, Communications, Automations, CMS, Documents, reporting, and other operational modules.

Enterprise Extensions

Specialized modules. Deeper operational capability.

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

Accounting

Connect financial operations with the rest of your business. Manage quotes, invoices, payments, expenses, banking activity, ledger records, and reporting alongside the customers, projects, vendors, products, and workflows behind them.

Learn about Accounting

CMS

Create and manage websites, pages, forms, blogs, and digital content while connecting your public presence directly to customer records, marketing, automation, and the broader Brilliance One platform.

Learn about CMS

Courses

Create and manage training, curriculum, lessons, assessments, and educational content while keeping learning activity connected to users, customers, employees, or other records in the Brilliance One ecosystem.

Learn about Courses

Drug Testing

Manage drug-testing workflows, screenings, documentation, results, employer records, and compliance-related activity while keeping sensitive information connected to the appropriate people, organizations, and operational history.

Learn about Drug Testing

Human Resources

Manage employee records, onboarding, responsibilities, workforce information, and HR workflows while connecting your team to scheduling, projects, documents, training, security, and broader business operations.

Learn about Human Resources

Insights

Turn operational data into useful business context with dashboards, reporting, analytics, and performance visibility across customers, communications, financial activity, projects, marketing, and other connected workflows.

Learn about Insights

Marketing

Amplify your brand’s reach. Create campaigns, track engagement, manage growth channels, and turn prospects into loyal customers with precision marketing tools.

Grow Your Brand →

Projects

Plan and manage projects, tasks, responsibilities, timelines, milestones, and related activity while connecting delivery work to customers, employees, documents, expenses, communications, and broader business operations.

Learn about Projects

Technology

Manage system assets, integrations, webhooks, infrastructure relationships, connected services, and other technology resources that support your Brilliance One environment and business workflows.

Learn about Technology

Brilliance One Insights

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

Organize feedback, requests, ideas, comments, knowledge, priorities, account context, and operational lessons so useful information remains connected to the people, customers, and decisions behind it.

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Brilliance One • Insights • Feedback • Knowledge • Continuous Improvement