Overview
RcG.Assist HelpDesk is a business solution for managing customer or internal support process.
It is simple yet powerful solution for:
- Incident Management
- SLA Management
- Contract Lifecycle Management
- Konwledge Management
Incident Management is one of key areas within IT infrastructure management.
RcG.Assist HelpDesk main incident management features are:
- Single point of contact (web form, e-mail, web services, telephone)
- Incident Lifecycle matrix
- Escalation rule engine
- E-mail integration (in- and out-bound email)
- Customizable web forms for each user group
- Support for multi-level incident resolvement process
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Service Level is usually an agreement between customer and service provider or it can be an internal standard of service provider (e.g. Quality Manual for ISO 9001:2008 Quality Management System Standard).
RcG.Assist HelpDesk enables real time monitoring of the fulfillment of their service level obligations. Key features are:
- Service Level Obligations can be set for customer, department, contract or web form
- Document attachement
- Contract expiry notifications
- Add/Modify/Close of contracts
- Web forms cutomized for each user group
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Integrated knowledge base allows the storage of corporate knowledge and increase the information flow among different agents thus speeding up request resolution.
Main features are:
- Customizable knowledge classification (e.g.)
- Work expertise
- Product
- Department
- Company
- Possibility of publishing knowledge base records on other internet/intanet web sites
- Add/Change/Deactivation of knowledge base record
- Customizable web forms for each user group
- Database audit trail for each record
Customization of web forms, user rights and business logic for each customer.
Contact
Iztok Berdnik
T: +386 01 620 75 23
E: iztok.berdnik@rcg.si