Define Knowledge Search?

Answer

• Customer can give the problem description by phone, fax, E-mail, or chat.
• Problem description is used by the knowledge search to find suitable solution.
• Solution is then passed to the customer.
• Users having access to Internet self-service can directly use knowledge search for the solution.
• Knowledge search can use the entire text of E-mail.
• IT Agent can reduce the text to relevant part and optimize the search.
• Phonetic search is also included in the text search.
• Solutions are assigned to the problems determined in the database.