The FrontRange ITSM Knowledge Management module is a tool for building your organization's knowledge repositories, and creating access for the knowledge consumers to easily find the information that will be valuable to them. Knowledge Management also provides a business management system that allows your knowledge workers to continuously refine articles and solutions to ensure accurate, up-to-date information. By integrating the knowledge base with Self Service, your service portal becomes a self help system to enable users to solve their own problems reducing agent intervention dramatically.

Key Benefits

• Increase service, while reducing costs
   
• Increase front-line resolution by up to 85%
   
• Reduce call escalations
   
• Improve customer satisfaction
   
• Reduce training time and costs- Enable new employees to get up to speed quicker with less impact on co-workers' productivity
   
• Reduce staff churn
   
• Capture value from customer interactions and business operations in an actionable form for the rest of your organization

Features

• Knowledge integrity — Allow your current knowledge providers to refresh the business management system database and add new solutions in real time
   
• Advanced search capabilities — Search directly from within FrontRange IT Service Management, ensuring you know search context every time
   
• Capture information in real time — Ensure that repeat questions have readily found answers the next time asked, improving response times and end user satisfaction
   
• Standards-based integration capabilities
   
• Web access