INVEST IN KNOWLEDGE

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

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SELF-SERVICE STRATEGY

Learn how to create an effective self-service strategy

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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

WHITE PAPER

BOOST YOUR SERVICE DESK WITH THESE NEW TICKET PRIORITIZATION STRATEGIES

Improve performance by up to 10% with this newly researched methodology

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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.
LEARN MORE ABOUT AUTOMATION CAPABILITIES

DEMO REQUEST

Request your personalized demo today

DEMO REQUEST

EXPLORE OTHER FEATURES

Complete the customer journey and drive even more value by making use of an extensive array of other products within your subscription

ITSM / ITIL

Learn how the ITSM and ITIL frameworks and principles can elevate your service offering

Why adopt ITSM/ITIL?

SELF SERVICE

Learn how a self-service strategy can promote self help, increase efficiency and improve customer satisfaction

Self Service Strategies

INTEGRATION

Integrate with other core systems and take control of your entire service operation from one centralized hub

Integration Partners

REPORTING

Capture and compile the data you need, from real-time statistics to historic trends to custom reporting

Using Articles in Self-Service

LET'S CONNECT

We believe good customer service stems from making connections – human connections.

Once you’re ready to give our software a closer look, the next step is to speak with one of our solutions consultants.

During this conversation, you’ll learn:

  • If our IT software fits within your budget. Our pricing model is flexible, unique to the buyer and based on volume.

  • How it integrates with your current tools. Vivantio’s ITSM platform was built API-first.

  • Which platform is best for your business needs. Our solutions team can set you up with a demo or free trial.

Already using our products and need some assistance? Contact our technical support team.