Knowledge Management

Create a knowledge repository for your business

The FrontRange ITSM Knowledge Management module is a tool for building your organization's knowledge repositories, and creating access for the knowledge consumers to easily find the information that will be valuable to them. Knowledge Management also provides a business management system that allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information. By integrating the knowledge base with Self Service, your service portal becomes a self help system to enable users to solve their own problems reducing agent intervention dramatically.

Key Benefits:

• Increase service, while reducing costs
• Increase front-line resolution by up to 85%
• Reduce call escalations
• Improve customer satisfaction
• Reduce training time and costs- Enable new employees to get up to speed quicker with less impact on co-workers' productivity
• Reduce staff churn
• Capture value from customer interactions and business operations in an actionable form for the rest of your organization

Key Features:

Knowledge integrity — Allow your current knowledge providers to refresh the business management system database and add new solutions in real time
Advanced search capabilities — Search directly from within FrontRange IT Service Management, ensuring you know search context every time
Capture information in real time — Ensure that repeat questions have readily found answers the next time asked, improving response times and end user satisfaction
Standards-based integration capabilities
Web access

To discuss your requirements further tel: 0845 6588 121 or e-mail: info@prior-analytics.com