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White Paper: Knowledge Automation
Verity in Action
Access the right knowledge at the right time

ePeople Teamwork is built to deliver the right knowledge at the right time, as a seamless component of the issue resolution process. When support analysts first enter a customer issue, they immediately have access to time-saving information captured from similar issues that have previously been resolved. This includes visibility into the process used by the issue owner, the team of advisors who contributed, what pitfalls to avoid and how the actual issue was resolved. Users have access to this rich and comprehensive set of knowledge immediately after an issue closes, eliminating the time-delay associated with authoring and approving knowledge articles. This comprehensive information is critical to companies that sell and support complex products.


Effortless knowledge capture
All of the knowledge created and used within each workspace is captured automatically as a natural by-product of the resolution process, making knowledge capture and reuse effortless. This allows new knowledge to be accessed and reused instantly, eliminating the time-delays and resource-intensive labor associated with typical knowledge authoring approaches.

Multi-Dimensional Knowledge
Knowledge captured within ePeople Teamwork goes beyond simplistic FAQ-style articles. It includes solutions (similar issues and the resolution), expertise (recommendation on the best experts to solve a particular issue based on their experience and participation) and best practices (steps used to solve similar issues).

Recommended advisors for faster team building
For every issue, an owner can receive a ranked list of users that are best suited to help resolve that particular issue. Scanning user profiles and past experiences, these users can be quickly invited to participate as advisors on that issue.

Recommended requests and resources for expedient resolution
ePeople Teamwork proactively provides analysts with past requests and resources that are relevant to the current issue. Analysts can quickly review these items to get a clear understanding of the people, content and processes used to resolve similar issues. They can also drill down to see the detailed steps of how a specific request was resolved, and reuse any knowledge that is helpful for solving their current issue.

Best-of-breed search
ePeople Teamwork uses Verity search technology for best-of-breed search capabilities. Users can perform highly refined searches for key information throughout the data warehouse of issues. Search capabilities include taxonomy- and category-based, Boolean, natural language and full-text searches. In addition, customers can implement Verity's federated search capabilities to include search data external to ePeople Teamwork; enabling analysts to have one page where all search results are displayed within the context of an issue.

Cost-Effective Knowledge Base Content Development
Leveraging ePeople's Web Services, all resolution data including final solutions can be exported seamlessly into your knowledge base. Automatically populating your knowledge base dramatically lowers the cost of content development, but even more important gets problem-solving solutions into the hands of employees and customers as quickly as possible.

For more information, please contact us.