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HEAT®
Offers Powerful Knowledge Base Solutions
Solve Problems Fast And Easy With
First Level Support
HEAT's powerful knowledge engine,
First Level Support® (FLS), gives your staff the tools they need
to solve customer problems quickly. As you type a description of
the problem, the Auto-Search function searches in the background
for a solution to match the problem. A user-friendly tree structure
and relevancy ranking of possible solutions makes it easy for new
technicians to start solving customer problems with a minimum of
training.
FLS automatically fills the solution
information into the relevant fields in the call ticket. You can
even attach text, graphic or video files and e-mail the solution
to your customer.
Best of all, FLS is included with
HEAT at no extra cost.
Increase Problem-Solving Capabilities
With Knowlix®
HEAT integrates with iKnow™ knowledge
management. These Knowlix products allow you to perform natural-language
searches simultaneously across multiple knowledge bases and to receive
relevancy-ranked results. They also enable you to build new knowledge
content in real-time as part of the workflow and to distribute knowledge
bases over Internet, Intranet, CD-ROM or LAN. Knowlix products are
offered as an optional, add-on feature of HEAT.
Build A Custom Database Of Solutions
Or Use Pre-Packaged Knowledge
With HEAT, you can build your own
solution database or use some of the many pre-packaged knowledge
bases to provide your staff with consistent solution information.
Available knowledge bases:
ServiceWare Knowledge-Pak™ Desktop
Suite
Support
on Site for Applications
Support
on Site for Networks
Support
on Site for Hardware
Micro
House Technical Library
Microsoft® TechNet™
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