c360 ITSM
"Does your team waste time and effort addressing similar or recurring customer issues that others have resolved in the past?”
Knowledge Management
Don't waste your team's time and resources continually "re-inventing the wheel". A well developed knowledge base can result in improved performance, consistent customer responses, ticketing resolution innovation, and the general development of collaborative best practices throughout the ticketing processes. Create a robust knowledge base solution with c360 ITSM in order to identify, create, represent and distribute knowledge throughout your organization. Use templates to differentiate articles used by internal support users and the customer base.Publishing this information in the self-service portal enables users to find their solution before raising a request, addressing their needs effectively and reducing the turn-around time for the request resolution. This increases customer satisfaction by providing them ready answers to their questions while reducing their reliance on direct customer support.
Search against the knowledge base directly from a ticket. Email articles to others, or tie them directly to the ticket to expedite ticket resolution.
Associate articles with resolved tickets in order to provide valuable metrics on exactly the types of issues your team is addressing over a given time period.
Key features include:
- An approval process to streamline the quality of solutions and to avoid the creation of unwanted knowledge base articles.
- Searchable solutions indexed by specified keywords.
- The ability to add internal comments to each KB article, enabling service representatives to share technical information that is not visible to the customer.
- Advanced search options with multiple criteria to search the knowledge base articles.
- The option to restrict designated knowledge base articles from the customer view.
- Utilizing captured knowledge from previously resolved incidents.
- Grouping of solutions by topics and sub-topics to facilitate easier access and future reporting.
Knowledge Management:
ITSM Functionality:
- Incident Management
- Problem Management
- Configuration Management
- Knowledge Management
- Solution/Problem Linking
- Service Level and Contract Management
- Time Tracking
- Scheduling
- Workflow and Approval
- Business Policy Automation
- Alerts and Notifications
- Multi-Channel User Access
- Reporting
- Compliance (Auditing)
- Dashboards
- Customization
- API Integration
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