Knowledge-3 - Problem resolution and knowledge management (Case based reasoning)

This module enables you to manage all the knowledge used during a call resolution.

The knowledge obtained before, during and after the resolution of one call can be registered, classified, indexed and shared between end users, technicians or both.

A wide variety of statistics and reports can be generated through this module giving total control over second line teams.

By means of a flexible configuration structure, any kind of knowledge base (including non-IT topics) can be created and shared by different teams in the company.