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White Paper: Knowledge Automation Find the right people to resolve each issue Build the best team Understanding who knows what within the organization is a critical element in reducing resolution time and getting high quality answers. ePeople Teamwork's powerful Expertise Manager allows the support analyst to bring together the right team of advisors, using three different team-building methodologies: Recommendation engine that suggests the best people specifically tailored to the requirements of that issue Invitation by group that allows a request owner to specify the type of person they need – based on skill set, experience, departmental or organizational affiliation Invitation by account enables people to be selected because of the role they play on the account team. Additionally, key customer contacts can be easily found and seamlessly added to a workspace. Open invitation allows anybody with an email address to efficiently be invited to join a workspace as an advisor By finding the right person the first time, resolutions are of higher quality and provided to the customer in significantly less time. Resolution teams can include people from inside the support organization, from other departments in the company (such as development and sales), as well as from outside the company (such as suppliers, channel partners and outsourcers). Anybody with an email address, inside or outside your organization, can contribute to the resolution of an issue. Expertise profiling Every user has an associated profile that is used to qualify them for access to workspaces. The Expertise Manager scours user profiles to locate the best people to help resolve an issue when assistance is needed. Use profiles include four types of information: Managed qualifications – Thecompany's assessment of user skills Skills – A user's assessment of their own skills Certifications – The industry's assessment of user skills Computed qualifications – ePeople Expertise Manager's assessment of skills These user profiles are dynamically generated based on prior experiences with specific customers, types of problems worked on, average resolution time for similar requests, number of requests worked, analyst rating and interactions with other team members. If the issue owner doesn't know the right person, but knows the kind of capabilities needed, ePeople Teamwork provides powerful mechanisms for bringing in team members based on criteria such as role, skills and business relationship. When experts are known by name, you can initiate a direct email invitation to them to join the team in a workspace. No matter which method is used to select a team, ePeople makes it easy to get the right people involved. Recommended list of advisors Building the best team to resolve an issue is challenging for even the most experienced personnel. Choices are often limited to using people in the immediate group, or known personally from past experience. ePeople Teamwork eliminates this problem and ensures that every team has the right people involved, regardless of location. As new issues are created, ePeople Teamwork automatically provides a list of recommended advisors from both inside and outside your company based on the profiles maintained for each person, and ranked based on how these people have been used to resolve similar issues in the past. For more information, please contact us.