| KEY BENEFITS |
- Empower your customers through Pro-active Self-service
- Reduce service handling times and deflect interactions
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- Increase agent productivity and Operational efficiencies
- Synergize service desk with 24x7 Knowledge Base
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A variety of data can be published to Self Service Center, providing a wealth of information for your customers. The more information you publish, the more you can encourage your customers to use the features of Self Service Center to search for their own answers and solutions, reducing the number of trouble tickets.
Information can be published not only to your logged in customers, but to anonymous users as well. An anonymous user can be given the ability to search your knowledge base, view forum topics, or even download files that have been made available to them. Certain notices may even be displayed specifically for anonymous users. If an anonymous user wishes to submit an incident or post to a forum topic, he can use the Self Sign Up option to quickly create a new account.
What Information Can I Publish?
• Notices
You can publish as many notices as you wish to be displayed to your customers. Notices can be shown to all customers, or they can be customized and displayed only for anonymous users or a specific group of customers (e.g., VIP customers). Notices can be set up with an expiration date so there is no need to remember to take them down when they are no longer relevant.
• Downloads
Publish a list of files, fixes, documentation and releases to be downloaded by your customers. Downloads can be made available to anonymous users as well as your logged in customers. You can customize the list of downloads so different files are available for different groups of users. Self Service Center also provides a record of who has downloaded each file.
• FAQs
By publishing a list of frequently asked questions and answers, you can make additional information available to your customers. FAQs can be organized into categories or according to product to make finding the right information easier. You can set security for specific questions so the information is only available for anonymous users or specific groups of customers.
• Solutions
You can also publish solutions to provide additional information for your customers. Solutions include a common problem, a detailed description of the problem, and a complete solution. If you choose, you can set security for a solution so it is only available to a select group of users.
• Reports
When you publish reports to Self Service Center, it allows your customers to run real time reports and review important data. Any report created in Tracker can be published to Self Service Center.
• Billing Data
You can publish billable incident information and support package information to specific contacts. The contacts will then be able to see how much purchased support they have used and monitor the amount of billable time they have used.