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.

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