Knowledge Management
Knowledge is the intellectual capital that characterizes a successful service organization.
Integrating a knowledge management process into your service activities enables you to identify, create, represent, and distribute knowledge throughout your organization thus creating improved performance, competitive advantage, innovation, and the general development of collaborative practices.
Features
c.Support’s Knowledge Management functionality includes the following for the transfer of knowledge throughout your service desk:
- Capture knowledge from resolved incidents.
- Implement an approval workflow to ensure accurate and complete knowledge entries.
- Make expert knowledge available to front line support staff.
- Allow end users to search for solutions.
- Enable users to rank knowledge entries on usefulness.
- Search results ranked on relevance and previously determined usefulness.
- Integrate knowledge entries into the ticketing process to help reduce ticket count.
- Access and integrate optional standardized PC support content by subscription.
