Empowering end-users and agents to resolve incidents on their own while using your organization’s vast institutional memory requires a powerful tool. ITCC’s Knowledge Management module provides employees with the tools to quickly and confidently resolve simple IT issues, while providing help desk associates with the information they need to resolve complex IT issues.
Share information that users need to overcome technical disruptions, and guide IT professionals toward faster problem resolution.
Organizational history and the ability to preserve and pass the professional knowledge along are extremely important to the viability and longevity of any organization. As team members move on to other roles, maintaining the knowledge in a structured, coordinated format allows the organization to continue to leverage that knowledge.
Use the Knowledge Management module to encourage employees to find their own solutions and increase productivity. Set a standardized approach within the organization, eliminating inconsistencies and unnecessary issue duplication within the workplace.
Like all modules within the ITCC platform, Knowledge Management includes a robust toolset that facilitates communication and simplifies use.
As a cyber security leader, protecting our customers from advanced threats and ensuring customer satisfaction are top priorities,” said Sigalit Shavit, chief information technology officer at CyberArk. “IT Care Center is a highly customizable solution that powers productive IT support interactions. Using advanced analytics, we are able to measure and continuously improve the effectiveness of our customer support team to drive long-term customer loyalty.
Schedule your IT Knowledge Management demo today and start improving your processes tomorrow!