KNOWLEDGE MANAGEMENT
Even while capturing new incident reports or service requests, service agents and customers receive suggestions for solutions based on relevant articles from the knowledge base. OTOBO examines inputs in the subject and body of a ticket for keywords and compares them with the characteristics of articles in the knowledge base.
Widgets display recently created or modified FAQ articles and the top 10 FAQ articles based on their current relevance rating. This saves valuable time and enables more efficient utilization of existing knowledge.
In the OTOBO knowledge base, you can document solutions for incidents, known errors (KEDB), workarounds, product information, or any other documents, making them accessible to different audiences, such as employees, technical service staff, customers, or partners. The knowledge base is conveniently accessible via the self-service portal, enabling users to search for information independently. Your employees save valuable time and don’t have to wait for support feedback.
The knowledge articles can be created in multiple languages, formatted as rich text, and linked internally or externally to additional information. To control access and visibility for the service team, employees, and customers, you can categorize the articles thematically or hierarchically. This makes the knowledge base a valuable source for accumulated know-how throughout the organization.
SCALABLE PLATFORM
The integration of Knowledge Management enables centralized management of solutions, workarounds, and best practices. Your employees can automatically access relevant knowledge articles when capturing tickets. This accelerates problem resolution, enhances service quality, and increases productivity by efficiently sharing and utilizing knowledge.
The integrated knowledge base allows service teams and your customers to quickly access relevant solutions and best practices during ticket handling. This speeds up issue resolution, enhances customer satisfaction, and reinforces trust in your service organization, as customers are promptly and effectively assisted.
As an enterprise-wide unified knowledge base, OTOBO enables centralized solution management, fosters collaboration among your teams, and accelerates problem resolution. Your employees gain seamless access to relevant organizational knowledge, enhancing efficiency and promoting continuous improvement, while optimizing service quality.
SERVICE EXCELLENCE