Answering the same questions multiple times is common for a service desk. Service agents spend a great deal of time providing answers to commonly-asked questions.
Have you ever thought about how often an agent responds questions like:
“How do I change my password?”
This can get really tiring. Also, people don’t like to wait either. They want immediate answers.
For this reason, from SoftExpert Suite 2.1 onward, we offer our users a new component for Knowledge Base management.
The SoftExpert Knowledge Base standardizes and makes knowledge accessible, so that help desk agents are not overwhelmed with problems and questions that could be avoided.
Each knowledge base has an unlimited number of articles. Using the self-service portals, users can search, get guidance, and solve problems on their own.
Integrated processes with SoftExpert Knowledge Base
The knowledge base is integrated with other SoftExpert Suite components, such as Workflow, Incident and Problem, ensuring complete control over processes.
Share best practices with the whole company
The solution goes beyond IT, ensuring the preservation of knowledge in other departments (HR, legal etc.) as well as in other contexts, such as processes and products.
With the SoftExpert Knowledge Base, you save time, increase user satisfaction and improve team efficiency.