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Features
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Benefits
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Universal Knowledge Base Search
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Search across Solutions, FAQs, Downloads, Notices and Forums.
Control search selections through the advanced search options
Multi-level Knowledge Base option
Access for user comments and updates
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Downloads |
Publish and manage critical documents/files for customers and highlight Featured Downloads,
Rate top most popular/recent downloads |
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Forums |
Create multiple support forums for different needs and various user groups.
Allow users to post queries and respond. Collaborate, discuss, and enhance support focus |
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Announcements |
Publish multiple announcements using Notice boards
Direct announcements to a particular set of support users or technicians
Set auto expiration dates on notices
Easy editing capabilities with the new HTML editor
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Anonymous Access - Self Sign Up |
Allow anonymous users to create Self Service Center accounts
Provide access to submit incidents or forum posts.
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FAQs |
Provide solutions to recurring issues and questions through FAQ function
Organize information by various categories such as products, solutions, customers
Searchable for faster information access |
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Self Service Center Reports |
Track entire support cycle through real time reports: issues, status, channels and many more.
Publish all Tracker designer reports
Track and publish billable incidents and support package information |
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Security Features |
Control access to Downloads, Forums, FAQs, Announcements
Create security templates for commonly used security scenarios.
Apply security en-masse to multiple selected items
Track user activities through security logs |
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Incident Manager
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Customers can see their entire list of open
incidents and read the detail on each:
status, assigned agent, billing status, date
of closure and resolution. They can even
open a new incident.
You control what incidents and
journal entries are published for customer
view
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A view of
their incident history is also
available to the customer so
they can track their own
incident activity
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Location List
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Customers can
see all entered locations of
their company, add new
locations, and make changes to
existing ones.
Your support center
receives fewer calls for routine
items such as changes of address
or phone number freeing up
agents for other tasks.
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People List |
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Show
customers all contacts added for
their company. Those with the
authorization can even add new
contacts, determine the
contact’s web access rights, set
security, and archive a contact
who no longer works with their
company.
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E-mail Distribution |
Customers can view a list of company
contacts who receive e-mail from you.
They can add new email recipients and
restrict them to incident e-mails or general
e-mails if desired. The restriction can even
be placed on which location receives the
e-mail. |
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Searchable Knowledge Base
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Your agents won’t be tied up
dispensing the same information
over and over; it will be
available online for anyone,
customer or agent. Additionally,
issue tracking is seamless
because all agents will have the
same up-to-date information on
the issues. Users of the
Knowledge Base can rate and
comment on the resolutions to
fine tune the information.
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