KnowledgeWise Enterprise

KnowledgeWise Enterprise is an additional module that improves self-service and service efficiency by introducing numerous features that extend the standard Knowledgebase.

The core component of KnowledgeWise Enterprise is an artificial intelligence engine that automatically suggests relevant knowledge to customers based on the content of their incident submissions. The algorithm computes relevancy rankings for each knowledge topic based on numerous variables to ensure customers are presented with appropriate, useful knowledge solutions.

KnowledgeWise Enterprise includes the following features:

• Auto-Suggest
  Knowledge topics and documents are automatically displayed to users when submitting new incidents. Immediate knowledge results improve self-service resolution and overall customer satisfaction.
• Search Engine Module
  The TechExcel Search Engine maintains keyword and keyword frequency indexes on all knowledge topics. The TechExcel Search Engine indexes knowledge items stored within the database and in externally linked documents. The Search Engine also indexes database memo fields to improve query response times within the TechExcel ServiceWise client.
• Knowledge Ranking/Feedback
  Customers may rank knowledge topics based on usefulness and may provide suggestions on how to improve the knowledge item. An administrator may choose to use the usefulness feedback as one of the variables in the knowledge ranking calculation.
• Keyword Definition
  Knowledge authors may explicitly define keywords and keyword combinations that are relevant to their knowledge topic. Each keyword defined by the author may also be assigned a keyword weight which the auto-suggest algorithm will incorporate when calculating the relevancy ranking.
• Knowledge Search Keyword and Click-Thru Tracking
  As customers search the KnowledgeWise Enterprise knowledge base, each search term, along with each knowledge topic visited, is tracked. Commonly viewed knowledge articles are associated with search terms and affect the relevancy ranking. The combination of search term tracking, click-thru tracking, and feedback ensures that results "adapt" to customer usage as knowledge items become more relevant or less relevant over time.
• Knowledge Ranking Control
  Knowledge Administrators have control over variables used to calculate knowledge relevancy. Using the graphical Auto-Suggest Settings, administrators can define how each variable is weighted in the ranking calculation. This allows administrators to fine-tune the auto-suggest features to meet the specific needs of their customers.