Entrust your agents and Customers with an Unending Knowledge Repository for Swift Resolutions

Improve efficiency and retain your customers effortlessly with a Smart, Self Service, Knowledge Base solution that is an online library for all your support agents and customers queries.

Watch

Our DIY solution for your agents and customers

Create Knowledge Articles

Craft, refine, and share knowledge articles seamlessly, empowering your customers with valuable resources they can rely on.

Watch

Wolken ITSM Capabilities/ Features

Approval for utmost Accuracy

The content authored by your agents undergoes a meticulous review process for validation. Once approved, it becomes accessible to your dedicated team and valued customers, ensuring accuracy and relevance across the board.

Watch

Wolken ITSM Capabilities/ Features

Look up with ease

Effortlessly retrieve any article from the extensive database by simply inputting relevant keywords and witness your search results materialise within seconds.

Watch

Self Service
for the win

Swift Query Resolution

Users can address recurring queries by accessing the knowledge base and linked articles

Round-the-Clock Assistance

Empower customers to resolve issues independently at any time, eliminating prolonged waiting periods

Internal Training Support

Beyond customer benefits, Wolken's Knowledge Base facilitates internal use, aiding agents in quickly sourcing answers, familiarising themselves with policies, and staying updated on enhancements.

Turn tickets to articles

Easily convert your ticket summary for any and all cases to a knowledge article, refer to it later and resolve faster

Features

KCS Standards

Real-time support & maintained documentation adhering to Knowledge-Centered Service (KCS) standards

Watch

Features

Accessibility

Grant access for adding, editing, or removing articles with role-based user permission modules

Watch

Features

Attachments

Add all your reference attachments to articles, with a 1GB maximum attachment size & no limit for inline image

Watch

Features

Article Cleanup

et validity dates; articles are auto-removed after expiration, keeping content fresh

Watch

Features

Delegates

Automatically forward articles for approval to delegates if a primary approver is unavailable

Watch

Features

Article Quality Index

Maintain consistent, high-quality knowledge articles with the Article Quality Index

Watch

Features

Powerful Feedback Mechanism

Continuously enhances articles with a robust feedback mechanism

Watch

Features

Case Deflection

Enables users to find relevant articles or discussions, potentially reducing new case requests

Watch

Features

Google Sitemaps

Google Sitemaps Increase discoverability
Link knowledge articles to Google search results to increase visibility

Watch

Features

Dashboard

Get insights into search behaviour, frequently searched articles, and more through the search dashboard

Watch

Features

Article Versioning

Create & manage multiple versions of knowledge articles with our versioning feature.

Watch

Features

Reports

Access automated reports showcasing the most read, liked, and unused articles.

Watch

Wolken's Knowledge Base Empowering Your Customers and Enhancing your Management System

Ready to make your agents more efficient and customers even happier?

Contact Us