Cherwell – integration that’s making a difference

As 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.

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Part 5: Resolve more cases with self-service – Availability and integration

Users 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.

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