Knowledge Scout - Greater efficiency thanks to service automation
The ACTIVE advisor system Knowledge Scout supports employees in the service and troubleshooting process. Apart from offering rapid access to the information needed, a further distinguishing feature of Knowledge Scout is that fault patterns can be created for complex interrelationships. That means even non-experts can identify the problem by means of a root cause analysis.
Apart from storing fault diagnoses, solution documents, etc., Knowledge Scout can search all the relevant systems to access troubleshooting knowledge that is already available centrally. Seamless integration in business processes and service workflows enables automation of service processes.
first call resolution rate
Benefits of Knowledge Scout
- Access to all sources of information
- Conservation of experience and knowledge
- Transfer of know-how to non-experts
- High first call resolution rate
- Avoidance of multiple service callouts
- Seamless integration into business processes
- Proven high level of user acceptance
Use of the central knowledge management system reveals knowledge gaps, i.e. a lack of documentation on specific queries. The missing solution documents are written and their quality is checked using a defined workflow.
You have the possibility to install USU Knowledge Scout "on premise" in your IT environment or to obtain our software as a cloud solution "Software as a Service".