Helpdesk and Knowledgebase
- Home
- Modules
- Helpdesk and Knowledgebase
eFACiLiTY® Helpdesk & Knowledgebase
eFACiLiTY®'s helpdesk module manages the work flow of registering, assigning and resolving of the job requests, problems reported and calls received by the call center by way telephonic calls, emails and alarms from the control systems. Knowledge base helps the helpdesk operators by providing vital information on standard solutions, past solutions history, approved solutions or best practices for faster resolution of calls.
Key Features
- Online call booking, emails, tele-calls and control system alarms
- Register Problems, Job Requests, Calls
- Priority assignment, nature of faults
- Assign, distribute, monitor
- Self assignment by the operator
- Escalation based on standard SLA
- Recording of all events throughout the life cycle of a call
- Exchange of information between job requestor and operator via Message option
- Raise, Track and Close Work Orders
- Record solutions and post in Knowledge base
- Service Level Analysis
- Faults and Solutions history
- Fully indexed data for fast searching
- Simple and advanced search functions
- Call response analysis
- FAQs and Links
- Improves customer satisfaction
