Knowledge Management Tools

From strategy to service improvement, increase learning and collaboration across the entire organization

Knowledge Management

Accelerate First Response

Knowledge at your fingertips allows you to respond quicker and improve the efficiency of your support team, freeing up resources to tackle tougher issues

Level Up with FLEX Insights

FLEX Insights provides first line support teams with help and advice on dealing with issues while they’re listening to the customer. Present your team with known outages, similar issues, knowledge base articles, guides, and support

Surface Known Solutions

For recurring problems, arm your first responders with resolution scripts, manuals, videos and more, enabling them to get solutions to your customers fast

Reduce the Learning Curve

The educating of support staff during the on-boarding of new personnel takes time. The knowledge base provides immediate access to vital information when they need it most

Measure Knowledge Use

Diagnosing, fixing and tracking repeat issues leads to identifying and developing long term solutions to common problems. Free up valuable resources within your team and provide long term solutions to your customers

Knowledge Management

Organize Expertise

Organizing your knowledge base is the key to finding what you need without wasting time

Knowledge Categorization

Link articles and knowledge to your defined set of document categories to help organize your documents more easily. Link those categories to incidents, problems, changes and service requests so that the right document types are presented to your staff and customers

Custom Forms and Fields

Maintain a comprehensive set of properties for your documents based on document type or category. Use those properties to drive self service such as keyword, published dates, version control or content author

Document Themes and Templates

Create templates for known document types so that when creating new documents, the headers, footers and themes are applied automatically. Drop in merge fields to grab meta-data and properties from custom forms and fields

WYSIWYG Editor

With our editor, you can control all the styling you need to create great looking documents. Drop and embed images and video right into the content

Self Service Strategies

In partnership with Service Desk Institute (SDI), we surveyed a wide variety of service desk professionals to learn how they employ self-service to their customers.

Success Story – Drivetime

Our support capacity skyrocketed from handling 50 tickets per day to over 250—without hiring more staff. Vivantio’s automation and flexible customization made it easy to scale. — DriveTime Case Study

Knowledge Management

Knowledge is Power

When knowledge is available in the right place, and at the right time, it improves efficiency, empowers users and creates customer satisfaction

Knowledge Relationships

Link assets and clients to knowledge articles so that specific knowledge is shared with only those that it can help

Ticket Deflection

Save your technicians time for the big problems by encouraging customers to try and resolve issues themselves before progressing

Public or Private

Keep internal documents and resources from posting in the public domain by designating those that are internal only

Continuous Improvement

Get feedback from your customers on articles via comments and track effectiveness via ratings, to make sure that knowledge is achieving its goal

Knowledge Management

Promote Self Service

Build a comprehensive knowledge base that can provide your customers with an abundance of help and support, right when they need it

Technical Support

Create articles that can provide assistance to resolve incident and problem requests before they ever reach your service team

Corporate Intranet

Centralize your organizations policy, procedure and compliance documents so that staff and employees can easily access corporate information more easily through self service web portals

Wiki

Centralize product manuals, user guides and administration information for your internal or external products and systems

How Self-Service Portals Improve The Customer Service Experience

The Vivantio service management platform enables service teams to build codeless, custom self-service portals tailored to business needs and customers.

Speak with a Vivantio Expert

Let a solutions consultant guide you through a demonstration on how Vivantio helps scale service operations and raise client satisfaction.