Knowledge Base Focus |
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Knowledge Base (KB) is a collection of various Solutions that can be used to resolve Customer inquiries and Tickets. Knowledge Base in QueWeb is tightly integrated with Tickets and allows for quick and efficient Ticket resolutions. KB keeps track on statistics of using Solutions and thus provides an analysis data on their effectiveness. You can schedule a frequent review of Solutions that are underperforming by looking at the corresponding Ad Hoc report, and rewriting them. |