Solutions — By industry — IT Service Management
IT Service Management Knowledge ManagementIn IT Service Management (ITSM), effective knowledge management improves support, speeds up resolutions, and reduces disruptions. Universal Knowledge helps teams make better decisions and onboard new starters faster—cutting training time by up to 50%.
Real results for your IT Service Management team
Reduced Incident Resolution Time
With a well-maintained knowledge base, IT teams can quickly find solutions to recurring issues, leading to faster incident resolution.
Cost Savings in IT Support
Lower Call Volume to IT Support. Self-service portals and knowledge articles empower users to resolve common issues, reducing the number of tickets raised.
Improve First Contact Resolution Rate
Agents using a knowledge base can resolve more issues at the first level, reducing the need for escalation and improving customer satisfaction.
Reduced Training Time for IT Staff
A structured knowledge repository helps new IT staff get up to speed quickly, reducing training time and associated costs.
Accurate Troubleshooting and Diagnostics
A Decision Tree editor allows the easy creation of step by step guides to simplify the troubleshooting process. Templates for different types of issues, such as FAQs and Known Errors can be configured using an easy to use template creator. This ensures consistency of style and structure to make the authoring and searching of this information as simple and as accurate as possible.
Find Answers in long technical and training guides
Universal Knowledge provides fragment technology – our knowledge management solution will take the user to the best matching area of a document. The first benefit of fragments is that there is no need to split up long documents, meaning that existing documentation can be used without any re-work, therefore substantially reducing the administrative overhead when creating knowledge. Secondly, users can very quickly find the answer to their query, significantly reducing AHT.
Ease of integration with your ITSM tool
Automatically search from your application and links solutions direct to your incident or problem record using our API toolkit. FTR will improve with increased access to curated content and AHT will reduce with immediate access to ranked content which can be used to resolve the ticket, all within your ITSM tool.
Explore the huge range of features available, all for an unbelievable price.
View all featuresExplore our solutions: Employee Knowledge Sharing & customer service
Whether you’re a small business or a large organisation, if your team needs better ways to manage information, this is for you.
See how KPSOL can transform your business first hand
The best way to get a feel for if our knowledge management software is right for your business, is to see it in action!
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