iHelp, a web based software for helpdesk and service desk automation...
How information is captured in ihelp knowledge base?
1. Query received via phone, Helpdek support personnel keys into iHelp
2. Customer logins and keys in query directly
3. Support resolves a query and updates the knowledge base
4. Support's active update of "expert advice" in the knowledge base
How information in iHelp is effectively used?
1. Support checks knowledge base for answers and resolution to queries
2. Customer checks knowledge base for answers
How iHelp can assist in helpdesk automation?
1. All calls converge here, are registered and tracked electronically
2. Tickets are issued to facilitate routing and tracking of queries and resolutions
3. Queries can be quickly escalated and SLA exceptions reported