Build a comprehensive knowledge base with solutions to incidents and problems that can be used by both technicians and employees alike.
Employees can find answers to their issues on their own from the self-service portal with a simple search without having to wait for a technician to get back to them.
Deflect tickets altogether by leveraging auto-suggest in the portal that proactively suggests solutions to issues even before the employee raises a ticket.
Smart-suggest also allows technicians to easily find solutions that can be attached to ticket responses at the click of a button.
Minimize the impact of an issue with workarounds by classifying temporary solutions to handle an incident or a problem until a permanent solution is implemented.
Resolve issues faster with permanent solutions once the root cause of the problem has been identified.
Maximize productivity by converting existing emails of solutions to articles in the knowledge base.
Optimize knowledge articles for search engines so users can easily find the solutions.
Manage the visibility of your knowledge base articles by keeping them private or public, or even restricting access to certain roles.