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Knowledge base

ACTIVE Knowledge Bases
ACTIVE Knowledge Bases

A guide for practical implementation from Harald Huber and Sven Kolb, experts in knowledge management for over 20 years

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Infographic -  The most important insights of the Customer Service Survey
Infographic - The most important insights of the Customer Service Survey

The most important insights of the Customer Service Survey 2016 at a glance

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Comparison of knowledge management software solutions
Comparison of knowledge management software solutions

Find out which knowledge management software solution has the features you need for your service organisation

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Infographic - 6 steps to successful work
Infographic - 6 steps to successful work

Get to know the six steps to successful work with a knowledge base

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Whitepaper - 7 reasons why knowledge bases can fail after rollout
Whitepaper - 7 reasons why knowledge bases can fail after rollout

Learn why knowledge sometimes DOESN'T reach the customer.

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"The Knowledge Machine" - CIO Review
"The Knowledge Machine" - CIO Review

Coverstory of the CIO Review about KCenter and its Managing Director Sven Kolb - "The Knowledge Machine"

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KCenter awarded by CIO Review
KCenter awarded by CIO Review

With the Knowledge Management solutions Knowledge Center and the IT Self-Service Smart Link KCenter were awarded by CIOReview

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Performance specifications Knowledge Center
Performance specifications Knowledge Center

All important functions of our ACTIVE knowledge base Knowledge Center at a glance

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Productinformation Knowledge Base for IT Service Desk
Productinformation Knowledge Base for IT Service Desk

USU Knowledge Center - The ACTIVE knowledge base for the IT Service Desk taht seamlessly supports key processes in IT service management.

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Productinformation Knowledge Base for Service Center
Productinformation Knowledge Base for Service Center

Rapid answers and solutions to suit the problem at hand, have a direct and positive impact on key performance indicators (KPIs) for the service center.

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Self Service

Chatbot Study

Chatbot – A Revolution in Service? In the USU chatbot study 2017 we asked companies about their objectives and what requirement they do have of such a solution?

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Infographic Chatbot
Infographic Chatbot

What does a good Chabot contribute to service? Find all results in our short infographic.

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E-Book - Web Self-Service Study 2017
E-Book - Web Self-Service Study 2017

The significance of self-service in customer service - Results of the 2017 USU self-service study

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Infographic - 10 steps to a successful self-service
Infographic - 10 steps to a successful self-service

Follow those 10 steps and your IT self-service is going to be successful.

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Infographic - 4 key myths about IT self-service
Infographic - 4 key myths about IT self-service

Get to know the 4 key myths about IT self-service to avoid them.

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Infographic - Benefits by using IT self-service
Infographic - Benefits by using IT self-service

Get to know 6 benefits for the IT by using self-service

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Infographic - frequent barriers to self-service adoption
Infographic - frequent barriers to self-service adoption

Avoid the frequent barriers to self-service adoption

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Infographic - Survey: Missing acceptance for IT self-service
Infographic - Survey: Missing acceptance for IT self-service

Survey: How high is the acceptance rate of it self-service within the company?

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Infographic - How well does IT inform its users
Infographic - How well does IT inform its users

Infographic about the results of our survey: How well does IT inform its users about disruptions and maintenance?

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The art of reporting incidents
The art of reporting incidents

The art of reporting incidents – how well do IT departments inform users? Results of a survey in June 2016.

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Self-Service – e-book
Self-Service – e-book

Learn from this brief e-book the 6 Most Important Success Factors.

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Self-Service Case-Study
Self-Service Case-Study

"The Self-Service Channel for Providing Information from IT" – A Case Study on the Objectives, Current Successes and Future Initiatives

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Case Study SIG
Case Study SIG

Case Study - Lern how SIG Supports IT Users in Self Service

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Product information - Smart Link
Product information - Smart Link

USU Smart Link links users intelligently with the IT service desk. USU Smart Link unites all self-service offerings in one interface and so provides users with central access to all self-service features.

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Productinformation Web Self-Service Knowledge First
Productinformation Web Self-Service Knowledge First

Knowledge First is an intelligent web self-service portal that provides your customers step-by-step support on your website and delivers precisely the right information for all their questions.

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Productinformaton IT Alerting Smart Alert
Productinformaton IT Alerting Smart Alert

Disruptions in IT operations cannot always be avoided. Dissatisfied users and overloaded IT support can - with Smart Alert

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Analysis of causes

Product information - USU Knowledge Scout
Product information - USU Knowledge Scout

Greater efficiency thanks to service automation with USU Knowledge Scout. The ACTIVE advisor system USU Knowledge Scout supports employees in the service and troubleshooting process.

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Consulting service

Our support service for customers
Our support service for customers

We offer you comprehensive service and support so that you can enjoy flawless use of your knowledge management or self-service solution

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