c.Support for Windows - Knowledge Management

Incident Management
Problem Management (Additional Module)
Change Management (Additional Module)
Service Level Management
Workflow Management
Change Requests with Automated Approvals
Asset Tracking and Management
Knowledge Management
Customer Self-Support
Ad Hoc Reporting via SQL Reporting Services
Customer Data Integration

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Knowledge Management

Use c.Support's Knowledge functionality to enable customers and level 1 support staff to directly resolve more issues.

> Directly create knowledge entries that include a category set, issue description and resolution, cause, error messages, steps, URL, and attachments. You can also build a searchable knowledge base from closed incidents.
> Integrate with RightAnswers to access subscription-based knowledge content for common PC hardware, software, and network issues.
> Implement an approval process.
> Set up frequently asked questions for access by support representatives and customers.
> Gather feedback on knowledge entries regarding usefulness and accuracy.

"It has been a pleasure working with Tricostar, they were extremely professional and committed to giving our team the best technical knowledge and support."
Jose Vargas, Regional IT Director at World Vision International

"We wanted to have a European partner with a deep understanding of incident management and different underlying technologies, Lotus Domino in this case, and Tricostar fitted these criteria perfectly."
Kari Jarnstrom, Head of Business Solutions at Uponor, Finland

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