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Description
Oversee and work together on business workflows from their initial stages to final resolution using a secure and adaptable web platform. Ensure all vital information is documented and accessible for you and your team to track essential details. Transfer the case to a specific team, area, or individual to gather more information or assign ownership appropriately. Review all interactions, including comments, attachments, and the history of the case leading to its resolution, all in one place. Eliminate the hassle of switching between different programs or windows, as everything you need can be found within the case. Recognizing that each industry has unique processes, Followit allows for extensive customization to suit your specific business requirements, even accommodating unstructured processes. How can you determine the efficiency of your employees or the effectiveness of your processes? What strategies can you employ to identify bottlenecks? With over 12 reporting options for cases, as well as filters and employee KPIs that analyze data from broad to specific perspectives, you’ll gain valuable insights into your operations. This comprehensive approach not only streamlines your workflow but also enhances overall productivity.
Description
Enhance self-service utilization for both customers and employees while improving agent efficiency through the application of contextual knowledge powered by machine learning. By integrating with the Service Portal, users can access a wealth of knowledge, enabling them to search, browse, and read articles conveniently from their desktops or mobile devices. Additionally, leveraging insights into knowledge demand can enhance self-service capabilities and expedite case resolutions by automatically detecting and illustrating knowledge deficiencies, subsequently assigning these gaps to authors for prompt resolution. Furthermore, fostering in-context knowledge generation allows agents and employees to create relevant knowledge articles during their ongoing work processes, such as managing cases or incidents. This approach not only increases the relevance of knowledge but also utilizes machine learning to systematically identify and visualize knowledge gaps for effective assignment. Ultimately, this comprehensive strategy aims to streamline information access and improve overall service efficiency.
API Access
Has API
No
API Access
Has API
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Pricing Details
No price information available.
Free Trial
No
Free Version
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
Yes
iPad App
Yes
Android App
Yes
Windows
Yes
Mac
No
Linux
No
Chromebook
No
Deployment
Web-Based
Yes
On-Premises
No
iPhone App
No
iPad App
No
Android App
No
Windows
No
Mac
No
Linux
No
Chromebook
No
Customer Support
Business Hours
Yes
Live Rep (24/7)
No
Online Support
Yes
Customer Support
Business Hours
No
Live Rep (24/7)
No
Online Support
Yes
Types of Training
Training Docs
No
Webinars
No
Live Training (Online)
No
In Person
No
Types of Training
Training Docs
Yes
Webinars
No
Live Training (Online)
No
In Person
No
Vendor Details
Company Name
Followit
Founded
2015
Website
www.followit.com
Vendor Details
Company Name
ServiceNow
Founded
2004
Country
United States
Website
www.servicenow.com/products/knowledge-management.html
Product Features
Business Process Management
Access Controls / Permissions
No
Alerts / Notifications
No
Business Process Automation
No
Business Rules Management
No
Collaboration
No
Process Change Tracking
No
Process Mapping
No
Process Modeling & Design
No
Visual Workflow Management
No
Product Features
Knowledge Management
Artificial Intelligence (AI)
No
Cataloging / Categorization
No
Collaboration
No
Content Management
No
Decision Tree
Yes
Discussion Boards
No
Full Text Search
No
Knowledge Base Management
Yes
Self Service Portal
No