New contributions may be automatically measured against quality standards defined by the support organization and facilitated by the eService Suite in order to evaluate accuracy, including routing through approval stages, if desired. Once a user's problem is solved, the integrated solution can automatically close out the call management trouble ticket by populating solution fields with information from the knowledge base. Besides the obvious time saving, this feature greatly enhances the value of trouble tickets by capturing vital historical data with a level of detail the analyst often doesn't have adequate time to add. When a case is resolved in the eService Suite, the trouble ticket is updated with solution information from the knowledge base and automatically closed in the call management system. Fast, controllable capture and delivery of new knowledge.
Analysts add new solutions to the database as they are discovered and developed.
Advanced workflow capabilities then decide whether these new solutions are made available to all users, or only your analysts or knowledge managers. Web-based Service Customers visiting your Web site can search for solutions in your knowledge base. A new trouble ticket is automatically created in the call management system that captures all the relevant information from the customer. The customer's session log is included on the ticket so the analyst can see his search results. The eService Suite records each trouble ticket that is closed with a solution from the knowledge base.