Cherwell – integration that’s making a difference
/0 Comments/in ComAround Knowledge, Integrations /by Helene KällgårdenAs a partner of Cherwell, ComAround was a platinum sponsor at the third annual Cherwell Global Conference in Colorado Springs on September 1-4. The many interesting discussions we had with the attendees demonstrated that there is a great need for accurate and relevant knowledge base content within support organizations today.
Part 5: Resolve more cases with self-service – Availability and integration
/0 Comments/in Adoption, Integrations, Self-service /by Therese WalveUsers will benefit from easy access to the self-service knowledge tool. With easy access users will resolve problems themselves instead of calling the service desk. It is also advantageous to have the self-service solution integrated with the ITSM tool. This integration gives users the ability to access knowledge articles while registering an incident. It is also important to link the self-service portal where the problems and questions arise. The more places users have access to the self-service solution the greater chance that the user will view self-service as the best and first choice for resolving an incident.
About ComAround
ComAround is a BMC company that specializes in Knowledge Management and Self Service. ComAround helps customer service and support organizations to create an excellent agent and customer experience by building and sharing knowledge across channels using ComAround’s Knowledge Management Software and expertise. Read more about ComAround.