Granting Users and Engineers access to resolve problems
Within Case Centre Pro, all manner of technical documents and solutions can be stored. Repetitive cases are then swiftly dealt with by referencing the in-built knowledge base. You can add new solutions and procedures into your knowledge base for all your help desk staff, engineers and even clients. This is controlled by a “competence” level.
In addition, every case has a case history, so IT support staff can search for similar cases for the same customer or across customers, see what has been done before, thereby saving precious time.
In resolving the cases quickly, the customer perceives a better level of care, and overall impression of of their IT Support provider is high.
