Succeed with knowledge management through ComAround Knowledge™ integrated with Cherwell Service Management®
Integrate Cherwell Service Management® with ComAround Knowledge™ as our joint customers have done worldwide
A specialized knowledge management tool
- ComAround Knowledge™ is a KCS-verified solution that supports best practice and helps KCS-Certified Trainers and the Success Team to provide training and guidance for succeeding with Knowledge Management.
- Intuitive and proven self-service interface that really works.
- Prepopulated knowledge articles cover 30% to 50% of knowledge needs from day one.
- Knowledge articles are automatically translated into any language, which reduces publishing time and translation costs.
- Screen video recorder improves the understanding of knowledge articles visually and vocally.
- Dashboard comes with live statistics and searchable history, as well as automatic alarms to identify any knowledge gaps.
Seamless user experience
- The ComAround Knowledge™ integration mApp for Cherwell Service Management® enables cases to be closed faster by capturing, structuring, and sharing knowledge.
- The integration provides a seamless user experience throughout the support flow.
- Knowledge articles are available via the interaction points Cherwell Service Management® has within support operations.
- The integration mApp 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 Excalibur and Synerity.
Read more about the integration at www.cherwell.com.
“The seamless integration of ComAround Knowledge™ with Cherwell Service Management® enables an up to 50% case deflection and a 40% higher first-contact resolution rate.”
How it works
Close incidents faster using ComAround Knowledge™ articles directly from Cherwell Service Management®
The service desk team is able to close cases more quickly by having ComAround Knowledge™ seamlessly integrated with Cherwell Service Management®. When the service desk team receives new cases 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 cases quickly.
Add new articles to ComAround Knowledge™
from Cherwell Service Management®
The capture of a customer’s problem and environment when registering an unknown case in Cherwell Service Management® will be turned into a new article in ComAround Knowledge™. This is a very effective way of generating knowledge articles for the customer context, which makes it easier to find an article when similar problems occur. Agents are able to locate the draft and expand the article as demand increases and more knowledge becomes available. When adding a solution to an ongoing case in Cherwell Service Management®, the service desk team is able to expand a knowledge article in ComAround Knowledge™ with a solution. This is an effective way of sharing known cases and solutions with the service desk team and customers through self-service.
Customers can find knowledge articles from
Cherwell Service Management® to solve their problems
Customers are able to search ComAround Knowledge™ articles directly from Cherwell Service Management® in order to solve their problems. This avoids cases being raised with the service desk team.
Shift left with ComAround Knowledge™ integrated
with Cherwell Service Management®
When customers register cases in Cherwell Service Management®, knowledge articles from ComAround Knowledge™ are automatically suggested based on customers’ descriptions of their problems. This prevents cases 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.
“Integrating ComAround Knowledge™ with Cherwell Service Management® in combination with KCS will give you 30% more-satisfied employees.”
Take your ITSM solution and support delivery to the next level with a leading specialized knowledge management tool
Reusing and sharing knowledge in an organization is one of the most critical components of a successful ITSM strategy. The ComAround Knowledge™ Integration 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).
ComAround Knowledge™ is a specialized knowledge management tool for capturing and structuring knowledge throughout an organization. The ComAround Knowledge™ Integration app provides seamless integration between Cherwell Service Management® and ComAround Knowledge™. Knowledge articles are available via the interaction points Cherwell Service Management® has within the support operations. Using solid statistics the service desk gets a thorough understanding of the customer’s needs, which it can then use to improve and publish new knowledge articles at the right time. The majority of cases won’t even reach the service desk due to customers solving their problems themselves using self-service. Both the service desk and customers can resolve issues using the prepopulated ComAround Knowledge™ articles. Knowledge articles are automatically translated into any language, which reduces publishing time and translation costs and improves customer service. The screen video recorder improves the understanding of knowledge articles by capturing each step of the solution visually and vocally.
ComAround Knowledge™ is KCS-verified v5. The integration with Cherwell Service Management® supports all eight KCS principles. ComAround’s KCS Trainers and Success Team provide training and guidance for succeeding with knowledge management and self-service. ComAround has helped thousands of support organizations to streamline and enhance their support service with relevant knowledge.
Read more about the integration at www.cherwell.com.
