Knowledge Base Software, Knowledge Base Management System

By: Customer1  09-12-2011
Keywords: Workflow Management, Service Level Agreements

Our knowledge base software provides your agents and customers with access to the answers they require to resolve support issues quickly. Our guided navigational search function utilizes an intuitive tree structure, eliminating the uncertainty and information overload inherent to natural language search.

The intuitive tree structure makes it easy for agents to find the information they need without having to sift through mountains of data. It also minimizes ramp-up time for new agents, reducing the amount of training required to hours, not days.

The knowledge base also drives the self-service portal, providing 24-7 access for your customers and allowing them to browse and resolve inquiries themselves. This lowers your support costs by deflecting costly calls away from the telephone channel.


  • Agents and customers get immediate access to the best solutions for their issues;
  • Reduce ramp-up time for new agents by making knowledge easily accessible.


  • Guided navigational search makes finding the right solution easy and fast;
  • Wrap service level agreements and workflow management rules around knowledge base entries, ensuring they are resolved within agreed upon time limits;
  • Use the knowledge base to classify issues, leading to faster and easier root-cause analysis.

Keywords: Service Level Agreements, Workflow Management

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Associate issues with different colours, depending on their priority and status against service level agreements, making them easier to track. Automatically escalate and route issues to appropriate agents and second-level support based on business rules and parameters. Ensure service levels are met while automatically providing status updates to customers as issues move toward resolution.


Self-Service Software, Customer Self-Service Portal

Users can search for the information they need in the knowledge base and submit service requests, as well as view and update any previous requests. Increased agent productivity through the reduction of repetitive inquiries into the contact centre. Giving customers the ability to resolve their own issues by searching through the knowledge base. Real-time communication between agents and customers on specific issues.


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Issues that cannot be resolved on first interaction are escalated based on workflow management rules you define. Complete history of activity for each customer and issue lets you track your issue resolution performance. An integrated knowledge base helps agents find the best solution for each issue. Define issue escalation and routing processes to resolve issues faster.


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Business needs analysis and requirements;• Business process mapping and optimization;• Define project plan and assign managers, resources;• Set up milestones and measures of project success. With a solution designed to make deployment and training easy, we measure implementations in weeks and training time in hours, ensuring your support system is up and running quickly.