Automate and empower customer support with Cherwell Knowledge Management mApp
Enhance your ITSM solution – Cherwell Service Management® – by integrating the Cherwell Knowledge Management mApp. Reusing and sharing knowledge within an organization is one of the most valuable components of a successful ITSM strategy. ComAround Knowledge™ is powerful AI and cloud-based Knowledge Management Software (KMS) specifically designed to optimize the support flow by sharing accurate knowledge at the right time. The Cherwell Knowledge Manament mApp provides a seamless customer experience and enables a shift-left strategy by moving cases to cost-efficient support channels, such as self-service (Level Zero). You will solve problems quicker, handle a larger volume of incidents in multiple languages, have lower organizational costs, and provide an exceptional customer experience.
ComAround Knowledge™
– Specialized Knowledge Management Software (KMS)
- Auto translate knowledge articles into multiple languages at once.
- Make knowledge accessible with AI-Powered Search.
- Save time with a prepopulated knowledge base.
- Get predictive insights with advanced reports and analytics.
- Use knowledge management best practice software, KCS v6 Verified.
- Utilize the power of a professional knowledge community for training and guidance.
Integration mApp
– A seamless user experience
- Close incidents quicker by sharing accurate knowledge at the right time.
- A seamless user experience throughout the support flow.
- Supports all eight KCS principles.
- Both solutions are hosted in Microsoft Azure.
- ComAround is a Cherwell Technical Alliance Partner (TAP).
- We have joint customers worldwide.
- Our recommended partners for the integration are Avante, CleverChoice, DextraData, Excalibur, Sollertis, Synerity, T4S Partners.
“The seamless integration of ComAround Knowledge™ with Cherwell Service Management enables an up to 50% increase in case deflection and a 40% higher first-contact resolution rate.”
Unique features of the Cherwell Knowledge Management mApp
Customers can find knowledge articles from the Cherwell Portal and solve their own problems
Allow customers to search ComAround Knowledge™ articles directly from the Cherwell Portal in order to solve their problems. This avoids incidents being raised with the service desk team.
Shift left with ComAround Knowledge™ integrated with Cherwell Service Management®
When customers register incidents in the Cherwell Portal, knowledge articles from ComAround Knowledge™ are suggested based on customers’ descriptions of their problems. This prevents incidents from reaching the service desk team. This is a very useful and proactive feature that helps organizations shift left to cost-effective channels such as self-service. In cases where the customer still registers an incident, the complete search and read history is captured as part of the incident. This reduces TTR for agents.
Close incidents quicker using ComAround Knowledge™ articles directly from Cherwell Service Management®
The service desk can close incidents quicker by having ComAround Knowledge™ seamlessly integrated with Cherwell Service Management®. When the service desk receives new incidents by phone, e-mail, etc. and types customers’ descriptions of their problems and environment into Cherwell Service Management®, knowledge articles from ComAround Knowledge™ will be suggested. Helpful articles can be attached and sent to customers to close incidents quickly.
Add new articles to ComAround Knowledge™ from Cherwell Service Management®
The capture of a customer’s problem and environment when registering an unknown incident in Cherwell Service Management® will be turned into a new article in ComAround Knowledge™. This is a very effective and efficient way of generating knowledge articles in the customer context, which makes it easier to find an article when similar problems occur. Agents can locate the draft article and expand it as demand increases and more knowledge becomes available. When adding a solution to an ongoing incident in Cherwell Service Management®, the service desk can expand a knowledge article in ComAround Knowledge™ with a solution. This is an effective way of sharing known issues and solutions with the service desk team and customers through self-service.