Self Service Software for quick solutions

Your customers are mobile. They are using smart phones and tablets to access social media, make purchases and chat with colleagues. Mobility has changed the demands of your user community. Today, users are very comfortable performing web searches to solve their problems or posting questions to an online community.

The service desk can leverage this culture change to their benefit and improve customer service by providing communication channels your customers are comfortable with.

How can IncidentMonitor help?

IncidentMonitor self-service portal is optimized for ease of use, to improve customer service and reduce work effort required by your technicians. What’s in the self-service portal?

• Web Portal
• Knowledge Base
• CrowdSupporting / Social IT / Forum
• Intelligent knowledge base with e-mail functionality
• Possible answer presentation immediate at logging

Web Portal

IncidentMonitor offers a self-service portal that is accessed based on your security role. This means that a manager may have access the New Employee process, whereas an analyst will not have this option in their self-service view. A very practical approach as most organisations have different type of users with different areas of interest, so why offer all? Our motto: keep it simple!

Knowledge Base

IncidentMonitor’s natural language search capability provides a very simple way for users to ask a question and have the system return the best possible solutions. The knowledge base is security role controlled. This means you can provide different knowledge packs to different user types.

Direct Answers at logging calls

Users can easily submit a ticket. During submission, answers from the knowledge base are presented to the user. The answers can immediately resolve the user’s issue without having to log the call. The user benefits because their issue is immediately resolved. The service desk benefits because no effort is required to resolve the issue.

CrowdSupporting / Social IT / Forum

Social IT and CrowdSupport is a platform where the users can help each other. Within IncidentMonitor we provide a discussion platform for your users to ask questions and interactively support each other for a solution. Of course your support team can manage and interact in all the discussions.

Service Catalog

Web forms with their own unique process flow behind them can be published to your user community. These forms are very helpful for quick logging of service requests and will help the service desk to collect the data they need to rapidly solve issues.