The distribution of software to remote locations with minimal operator intervention. The software programs can be distributed and installed directly on client workstations, requiring little involvement from the support center staff, operations, or customer. #Technology #DesktopSupport ...
Work performed on behalf of another that delivers value to the customer by enabling them to achieve organizational outcomes, e.g., an IT service . #SelfService #ServiceDelivery #ITIL #ServiceProvider #ServiceCatalog #BusinessAlignment #CustomerService #SLA #ServiceTransition ...
The ability for a user to complete a task without the assistance of another person, such as answer a question, reset a password, resolve a problem or download and apply a software update. Self-service is sometimes misused to describe contact methods for assisted service like web requests and...
A collection of an organization’s knowledge and solutions that is designed to provide efficient reuse of that knowledge. It should be easily searchable. #ServiceDesk #KnowledgeCenteredSupport #TechnicalSupport #SelfService #SupportCenter #KnowledgeManagement
A descriptive word or phrase associated with a particular document, dataset, or information component that helps the customer retrieve information quickly. See Keyword Search . #SelfService #KnowledgeCenteredSupport #KnowledgeManagement
Information that has been refined, formatted, and verified so that it is ready for use by support center staff and customers. #KnowledgeCenteredSupport #KnowledgeManagement #SelfService
A technology that allows the customer or staff to find indexed information quickly using keywords in logical combinations. #KnowledgeManagement #KnowledgeCenteredSupport #SelfService
The act of rotating or retiring Frequently Asked Questions . #CustomerExperience #SelfService #KnowledgeManagement #KnowledgeCenteredSupport
Typically, level or tier 0 refers to self-service support offerings, such as FAQ and knowledge base systems. #SelfService #SupportOperations #CustomerService #SupportModels
A commonly asked question or problem with a well-documented solution that can be easily automated through a self-service portal or pushed electronically to customers to support call reduction or deflection . #SelfService #CustomerService #KnowledgeManagement