Knowledge Center

Knowledge Empowerment Helps End-Users and Support Professionals Get to
the Right Answer—Quickly, Simply and Automatically

Knowledge isn't power if it isn't relevant, accessible and always up to date. That's why companies are turning away from traditional knowledge management to knowledge automation solutions from SupportSoft.

SupportSoft Knowledge Center™ software is an integral component of both SupportSoft self- and assisted service solutions. For end-users, it provides a Web portal solution that makes it possible for them to resolve technical problems without requiring IT or customer service intervention. While for support professionals, Knowledge Center integrates with popular call tracking systems (CTS) to help resolve service desk incidents more quickly, automatically and with better outcomes.

In either case, the Knowledge Center can correlate real-time diagnostic data with the problem description to suggest likely solutions from a rich content repository. As a result, the right knowledge always gets to the people who need it most at the right time—end-users who want an immediate resolution to a technical problem or a support professional looking for a solution to a caller's problem in a support database.

 

Remedy Integration

Learn how SupportSoft solutions integrate with popular call tracking systems » Download Now

Create, manage, publish, and access problem resolutions—simply and automatically via:

  • Advanced, natural language search for both structured and unstructured data
  • Personalized problem resolution fully integrated with search functionality
  • Template-based professional content authoring for ease and consistency
  • Permission-based control to manage who sees what -- without duplications
  • Flexibility for professionals to simultaneously manage or edit changes in the workflow

"As a KCS Verified vendor, SupportSoft has demonstrated its alignment to industry standards associated with KCS best practices."

—Consortium for Service Innovation

Create a Best-in-Class Service Desk

With Knowledge Center, support professionals have the ability to create and share "tell me" articles, "show me" how-to videos, and "do it for me" 1-Click fixes. Pre-integration with SupportSoft Intelligent Assistance Suite and sophisticated search allows the service desk to quickly identify and push out an appropriate fix. The solution provides feedback on whether an article or automated fix resolved a problem, to help greatly reduce errors and resolution times and ensure consistency across all service channels.

Better problem management helps inform the content creation process, including taxonomy design against known data points. Knowledge Center's knowledge automation capabilities are helping the support staff at large enterprises and major digital service providers to reduce average call handle times, increase first-call resolution rates and improve incident outcomes.

Provide Power to the People

Automated first-response resolutions evaluate incident requests in real-time to suggest likely resolutions to the end-user when using a self-service Web portal. Automated resolutions have proven to increase end-user confidence in low-cost service channels and deflect calls from the service desk. Support staff have the ability to display "top 10" articles and newsflashes that may be especially relevant to the user. This allows support professionals to preempt potential problems and derive greater efficiencies out of the company's support infrastructure.

Knowledge Center is designed to make self-service easy, appealing and responsive to end-user needs to spur adoption and repeat usage. As a result, common problems can be solved without service intervention, contacts for assisted service can be reduced, employee productivity is boosted and, most importantly, incident outcomes can be improved for the end-user.