Knowledge base
The inbuilt knowledge base in SupportCalls allows help desk
team to document best practices and solutions to common
problems so that they can be used when replying to
time-consuming and repeated queries. Any support case is
eligible to become flagged as a KB Article. A
technician recognizing a repetitive support issue, can easily
flag a resolved case as a knowledge article. Thus, it acts
as an effective knowledge sharing medium, boosting support
productivity by leveraging collective knowledge and
providing invaluable KB Articles to support techs in a snap!
It also helps in improving the average "First Call
Resolution" timing significantly, as technicians find
resolution to problems quickly.
Knowledge base items in the KB folder are arranged in
hierarchical tree (by group KB items into 'Problem Category'
and then to 'Problem Type'). This arrangement makes it very
easy to browse for a particular knowledge base at the time
of need.
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