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Software Functionality Revealed in Detail
We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.
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 knowledge base service


Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions
Deploying voice self-service (VSS) is undeniably attractive to enterprises because it improves the speed, consistency, and convenience of information sent to

knowledge base service  Self-Service Leverages the Knowledge Base to Improve Customer Interactions Voice Self-Service Leverages the Knowledge Base to Improve Customer Interactions If you receive errors when attempting to view this white paper, please install the latest version of Adobe Reader. VSS works effectively when it is integrated with the overall service strategy, encompassing not only web self-service, but also assisted (i.e., e-mail, chat) and full-service (i.e., agent) strategies. Consumers desire to interact

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Field Service Management (FSM) Software Evaluation Report

Field service management (FSM) software is a set of functionalities for organizations or departments within organizations that have as main focus the intallation, maintanance, reparing, and meter reading for industries relying heaviling on equipment. FSM workers require functionality for customer engagement management, service and asset management as well as workforce management. Since most activities in FSM take place outside of the office, mobility is a big component of the a FSM software solutions. Typically, FSM software is not used as a stand-alone solution, as it needs to integrate with Financials, ERP, CRM and EAM to ensure accurate data exchange. Even if its main purpose is to maintain and repair equipment, it can also be used to gather customer satisfaction and equipment performance feedback. To allocate human resources efficiently, workforce management is an integral part of an FSM system 

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Documents related to » knowledge base service

The Power of Knowledge -- Knowledge is Power (Part 2)


Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service management (SSM) suite. One such broad SSM suite has been offered by Servigistics. Servigistics’ Service Knowledge Management (SKM) solution, the newest module within Servigistics SSM, is designed to meet the requirements of the technical

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Knowledge Based Selections


Knowledge Based Selections allow companies to truly reach an optimum and justifiable technology decision. Knowledge Based Selections have several unique characteristics that enable a company to rapidly and effectively marry internal business requirements with a myriad of vendor attributes that relate to both product performance and long-term value to clients.

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Knowledge Management: The Core of Service Resolution Management


Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.

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CRM Selections: When An Ounce Of Prevention Is Worth A Pound Of Cure Part Two: Using A Knowledge Base To Reduce The Time, Risk And Cost Of A CRM Selection


Using a knowledge base in the selection process can reduce the time, risk and cost of procuring technology. Well constructed knowledge bases that are used in a tested selection methodology reduce the RFI process from months to weeks, eliminate data quality issues and allow an apples to apples comparison of vendor offerings.

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Market Landscape Report: Field Service Management


If you have a mobile, customer-facing workforce, you need field service management (FSM) software. An FSM solution provides essential functionality—from planning and scheduling to work order management, to customer engagement—that’s missing from most ERP and CRM systems. Get a comprehensive overview of the FSM space, and learn about key functionality, major vendors, and the latest market trends in this market landscape report.

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4 Steps to Choosing the Right Device for Field Service Mobility


Choosing the right device for field service management needs is not easy. This white paper will guide you through the different factors, including your organization’s technology outlook, how a customer’s perceptions of you might be affected by the device, and how the hardware features make your employees more efficient. Know the four steps to consider for choosing the right device for your field service mobility needs.

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Top 10 Reasons to Take Your Field Service to the Cloud


Field service organizations both large and small are flocking to the cloud. They are abandoning on-premise software and simplifying technology so they can focus on what’s important: making customers happy. Here are 10 reasons why they have made the switch and why you need to take your field service organization to the cloud . . . or get left behind. Download the white paper and find out.

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IT Service Management-A Road Map for Success


Although information technology service management (ITSM) is not a new discipline, many organizations have yet to adopt it as a part of their IT service improvement strategy. To be successful, businesses must start by building a custom road map. Read about how focusing on long-term, strategic objectives—including a realized return on investment (ROI)—can greatly improve your IT service delivery and support.

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Integrating Customer Relationship Management and Service Resolution Management


The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

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Evaluating Cloud-Based ERP for Professional Service Organizations


In the webcast Top 5 Reasons Professional Services Organizations Are Embracing the Cloud to learn about: the impact of cloud technology on PSOs; t...

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