Last week, the ability to create a problem from a knowledge article was introduced. Now specialists can also go the other way, using a new feature that makes it easy to prepare a knowledge [...]
The Knowledge-Centered Service (KCS) methodology has provided the breakthrough that companies needed to make Knowledge Management practical and useful. 4me offers a comprehensive set of features [...]
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the [...]
In Artificial Intelligence, Incident Management, Integrations, Knowledge Management, New Feature, Request FulfilmentPosted
It is now possible search on behalf of someone else using the Search API. You can use the on_behalf_of parameter to specify the person you are searching for.
In the Service Desk console, the service desk analysts were already able to open a knowledge article from the list of search results in a separate browser tab. This is done by performing a Ctrl + [...]
The Specialist role is no longer able to edit all knowledge articles. Only the articles with the status ‘New’ can be still be updated by specialists. If a specialist needs to be able [...]
Many customers have asked for the possibility to add keywords to knowledge articles to help their users find articles using search phrases that are not included in the service name, subject, [...]