From strategy to service improvement, increase learning and collaboration across the entire organization
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
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
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
Measuring 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
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
2020 SURVEY: SELF SERVICE STRATEGIES Learn how service desk professionals employ self-service to their customers
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.