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The Neocase Knowledge Base solution is an integral part of the Neocase Customer Service software solution that dynamically populates relevant information into the case management form for agents or partners depending on the content of the customer's case. With multi-media capabilities, the Neocase Knowledge Base is a knowledge management library tool, an intuitive search engine that categorizes and stores information for agents and customers to resolve cases quickly.
The Neocase Knowledge Base solution is accessible to agents through their dashboards and also directly from the case form. It is also accessible to partners within the Neocase Partner Center portal and customers from the menu found within their instance of Neocase SelfService. When the Neocase Knowledge Base intuitive search engine returns the results of the agents, customers, or partners query, the results are sorted by a unique relevance scoring system to provide the most relevant documents based on content usability and user ratings. This unique scoring system helps empower the customer service organization as well as partners and customers to have access to structured information that may be useful in rapidly closing cases and/or reducing the number of service cases initiated.
Neocase Knowledge Base Benefits:
* Amazon.com-like user experience.
* Complete case management integration.
* 24x7 Web access.
* Easy-to-use knowledge management library solution with advanced search capability.
* Supports multi-media formats.
* Intuitive, intelligent search engine that automatically searches and suggests relevant company information.
Neocase Knowledge Base Features:
* Manual and automated user relevancy ratings assist in better case resolution for customers, partners and vendors.
* Point and click access to all questions, response history for any case.
* A real-time, multi-media structured knowledge management library solution.
* Alerts and real-time updates to the knowledge base can be published or deliver to agents via the dashboard.
* Complete integration with Neocase SelfService and Neocase Partner Center.
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