Samanage is excited to announce an enhancement that suggests solutions to agents. By analyzing the contents of your tickets, Samanage provides the right resources to your service agents and requesters in real time.
This feature helps boost efficiency by:
- Equipping your agents with easy access to the resources that allow them to resolve tickets more quickly
- Giving your requesters immediate access to solutions that promote self-service and reduce ticket volume
- Reshaping your organization to be more proactive (by creating solutions) instead of being reactive. Allows agents to focus on the important tickets and streamline the handling of repetitive issues
This is the first phase release of this feature:
- Now, your agents have access to recommended solutions before they even look at the ticket.
- Next, we will open this up on the Service Portal, giving solutions and service catalog suggestion via the search bar and on the ticket submission page.
In order for this feature to make an impact, continue to attach relevant content for Samanage to search.
Here is a tutorial with details on the functionality and use cases in order to help you adopt the technology.
As we continue to improve Samanage, we appreciate your feedback. Let us know what you think about this enhancement!
Your Samanage Team