Help Desk Knowledge Management Software Solutions - IT & Service Desk - Knowledge Powered Solutions (KPS)
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Service Help Desk Knowledge,
Management Solution

Maximise the potential of your service desk or ITSM tool and integrate them with KPS’ customer service knowledge management system, to transform your support staff into seasoned experts. Integrating your help desk tool with Universal Knowledge guarantees reduced ticket escalations and a boost in customer satisfaction.

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Our Knowledge Management System will increase productivity, reduce operational costs and provide a more extensive customer service offering

Service Desk Solution Benefits

Improved First Call Resolution (FCR) rates

Empower service desk agents with a knowledgebase that has the most up to date and accurate versions of your information reducing escalations to second-line support

Reduced Average Handling Times (AHT)

By using a variety of advanced searches and content filters within our IT knowledge management tool, we can help save time spent searching for information by 50%

Improved agent competency and efficiency

With an interactive and modern UI accessing accurate knowledge has never been more simple

Improved productivity and innovation

15-35% of an agent’s time is spent searching for information with success rates of 1 in 2. Universal’s help desk knowledge management software eliminates lengthy search times and places knowledge in the hands of the agent whilst also deflecting up to 50% of inbound tickets

Reduced operational costs

KPS service desk knowledge management solutions can help to reduce annual support expenditure by up to 20%

Capture and share tacit knowledge

Up to 80% of knowledge is tacit knowledge, recording and sharing this invaluable asset only enhances the calibre of your service desk operations

Other Knowledge Management Solution Features

On top of its core components, Universal Knowledge management products have a wide range of features applicable to each solution. Follow the links below to learn more about our comprehensive Knowledge Management product and how its features can help to solve your business issues.

Additional Features
Manage and Curate Service desk analysts have the ability to document successful resolution details.

By utilising our simple to use document creation and editing tool, service desk analysts have the ability to document successful resolution details making them searchable for future reference. Security to manage multi-tier environments is provided, with granular security allowing templates to be configured for mixed audiences. This allows a single document to be created and managed, for example providing self-service and/or service desk analyst information within a single article. An audit trail of revisions is maintained and a configurable review and approval process ensures compliance to governance processes. It is also possible to leverage information from fileshares or websites, ensuring key information in use by the analyst can then be accessed from a single platform.

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Knowledge Capture Our content creation tool provides an easy way to create content.

Our content creation tool provides an easy way to create content in specific styles and formats, ensuring consistency of presentation and structure. Embedded images and videos will bring your content to life, so analysts and customers alike can quickly resolve their own queries in a simple manner. Decision tree content provides a simple to create step by step resolution guide, ideal for both analysts and customers to ensure only information specific to their query is provided. A taxonomy structure can be configured to map relevant content per product/service line and/or department, to ensure only relevant information is accessed for each query.

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Notifications Automatically push notifications and required readings specific to your analysts.

Automatically push notifications and required readings specific to your analysts through our notifications portal, helping to reduce training times, ensuring analysts are fully aware of important information or to raise customer awareness of the latest updates all from one tool. Required reading tasks provide full audit trails to understand who has received and read the information, which can be used to replace current communication systems and ensure full quality control of content processes and service desk user behaviour.

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Reports and Insight A full understanding of your knowledgebase and user activity levels.

Gain full insight into key information in your knowledgebase such as knowledge gaps, document significance, document statistics, questions asked and user behaviour. A full understanding of your knowledgebase and user activity levels on your self-service portal, significantly reduces administration overheads and provides true insight on your analyst behaviour. Report dashboards enable you to get a high level overview of your knowledgebase statistics for management reporting, with additional real-time views of document usage and user behaviour available from an administrator’s workspace area.

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Search

Natural Language Search enables your agents’ search to be understood using their own wording without having to insert keywords. By utilising the search functionality in Universal’s helpdesk knowledge management agents are taken directly to the location of a document that contains the answer. This removes the need for agents to trawl through lengthy documents and saves vast amounts of time.

Manage

Within Universal’s IT help desk knowledge management software a comprehensive content management function allows knowledge authors to effectively manage content by setting creation and expiration dates as well as having the ability to automatically perform bulk uploads of documentation from multiple repositories.

Capture

Universal’s IT knowledge management tool allows agents to easily create information internally with our document editor or leave information from multiple repositories in-situ to be leveraged into the knowledgebase without compromising search quality. Leverage internal and external knowledge sources including intranets, file shares or even SharePoint repositories.

Reports

With Universal’s help desk knowledge management reports administrators can access key metrics such as user/document usage statistics and gain further understanding of your knowledgebase. Knowledge gap reports provide a quick, high level overview of areas of content that may be ‘under performing’, allowing you to prioritise knowledge creation/updates and boost service desk innovation.

Integrate

Our comprehensive set of APIs allow our service desk knowledge management solutions to be integrated with service desk tools or ITSM applications for a seamless agent experience. Having an IT knowledge management system which has the ability to automatically link solutions to inbound tickets will reduce resolution speeds which will ultimately enhance customer and agent satisfaction.

Share

The notifications portal within Universal’s IT knowledge management software allows administrators to push information such as problem descriptions, FAQs, required reading and hot topics to agents. By using this feature, managers can ensure that agents are kept up to date with the latest developments making the knowledgebase a core tool in incident and problem resolution.

Review & Approval

Review and approve content prior to publication to ensure that the most accurate knowledge is circulated to your agents. Assigning experts or dedicated knowledge authors for content reviewing prior to publication of new or updated documents gives your agents the confidence to perform daily tasks more competently than ever before.

Audit

Gain access to full audit trails on information in your help desk’s knowledge management system such as agent’s ‘received and read’ notification status’ along with document version history. This advanced level of traceability in your IT knowledge management tool allows administrators to easily visualise and prioritise content editions.

Taxonomies

Manage information easily and effectively to further reduce the speed at which agents are able to acquire the information that they need. Through the use of our taxonomies function agents have the ability to quickly filter through documents within Universal’s IT knowledge management tool adding further to your agents’ ability to provide premium customer service.

Self-Learning

Universal’s IT Knowledge Management software is a self-learning system that improves with usage – the more it is used the better it becomes. Universal Knowledge has the ability to learn from a user’s query and the successfulness of the resolution that was provided, optimising its ability to enhance the accuracy of future searches.

Self-Service Portal

Universal’s IT Knowledge management software provides multiple ways of searching for and pinpointing the required information. Universal’s self service portal allows agents and end-users alike to self serve their problem using an easy to navigate portal that will both reduce inbound ticket volumes and improve customer satisfaction.

Discussion Forums

Encourage collaboration between service desk agents to be the every day norm by implementing discussion forums. Providing a platform whereby agents are able to start conversations about specific tickets, customers, products or issues they will be able to solve help desk tickets faster, and reduce support costs.

Service Desk Knowledge Management Customers

From IT and HR Service Desks to Shared Service Centres, providing an effective and efficient service desk means that agents need to be empowered with the information they need to resolve a wide range of queries.

Agents must have the ability to easily search for answers in addition to absorbing and sharing the experience and expertise of other agents. Integrate KPS’ service desk knowledge management solutions with your service desk application to leverage information from a wide range of knowledge repositories and formats.

‘Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers’. SRO Tony Lackey, Managing Director SRO Solutions

KPS have provided us with a much needed tool for both our internal agents and our customer base, to quickly resolve issues about their plans. Used both internally within our secure contact centre and embedded within our customer portal, Universal Knowledge by KPS allows us to ensure accurate and timely responses to our customers. With ongoing acquisitions and expansion, our knowledge base has needed to be flexible and scalable.

KPS have provided fast and efficient support and we look forward to continuing our relationship with KPS.

Pan European Financial Services Contact Centre Head of Customer Service
I could not be happier with our decision to use KPS Universal Knowledge in our contact centre. Our team is finding answers quickly enabling us to provide timely and accurate responses to the citizens of Baldwin County. Baldwin County Commission Shannon Spivey, Customer Relationship Manager Baldwin County Commission

“The beauty of the KPS system is that it is so simple to use and administer yet delivers so many benefits through our outsourcing operations.”

Contact 121 Martin Bill, Managing Director

“Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.

Indiana University Health Shelby Smith, Director, IConnect Patient Access Center (IPAC)

Shared Service Desk

By definition a shared service desk exists to provide customers accurate and timely responses to a whole range of questions with an expectancy to provide these answers regardless of their inbound channel. Whether it is a dedicated shared service centre or an outsourced service desk, agents require flexible access to the right knowledge at the right time.

With our service desk knowledge management solutions, agents have the ability to quickly and easily scour multiple repositories from one search engine, whether it be through a Natural Language Search or a decision tree, obtaining an accurate and timely resolution has never been easier.

HR Service Desk

Within the typical HR department up to 71% of time is spent on employee management. This includes answering frequent and generic inbound questions, resolving internal issues and disciplinary procedures.

These areas carry great importance but can easily be solved through allowing employees to self-serve their queries or to deploy a proficient HR service desk solution, to free up more time for workforce development and organisational management.

IT Service Desk

Whether deployed standalone or integrated with your ITSM tool, Universal’s combination of intelligent search, expert escalations, content management features and knowledge gap identification will help deliver efficiency savings and improved customer service within your IT service desk.

Through the use of our comprehensive APIs, the KPS service desk knowledge management solutions automatically link tickets with their corresponding solution all within one agent screen, eliminating the manual capturing of resolution details.

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