Service Desk & Interaction
Management
Manage multiple interactions on a single point of contact
Service Desk Reception Area
This module is developed as the first point of contact and welcoming area where interactions with users and customers are met.
We call this concept as Interaction Management.
SPOC and Omnichannel
First of all, listen to the voice of the customer coming from all channels.
This is the first and single point of contact (SPOC) to understand what the subject is.
After understanding the subject, you can decide whether it is incident, problem, request, change or not.
Rapid Record
In this module, it is possible to create a quick and easy call record for incoming calls from all verbal channels.
In this way, no customer calls will remain indifferent and will be caught at the moment of first response.
Rapid Response
It is necessary to respond quickly to the calls of customers and users from various channels such as email, chat, phone, web portal or direct visit and recorded in this first welcome area.
For this purpose, "rapid response" and "rapid forward" features are used in this layer.
Rapid Convert to Incident
After reviewing the status of a customer or user call, it is decided whether the issue is an unrelated call, a service request, or an incident.
At this point, if the call is an interruption that needs to be followed by the incident management process, incident transformation is made quickly with a single click.
Rapid Convert to Request
Calls from customers and users via email, portal or chat may sometimes be impossible requests. In these cases, users may have made requests that are not included in the catalog and cannot be presented.
For this reason, it is important that these calls do not create automatic registration in the direct request module, but are evaluated in this interaction intermediate layer.
If the call is a really possible request, then it can be quickly transferred to the request management process with a single click.
With this "engagement" experience offered by ServiceCore and fully compatible with ITIL4, significant savings and efficiency are achieved by taking priority and high-value interactions forward and eliminating unnecessary and meaningless demands.
Service Interaction Module Extra Features
New service management layer for smooth and correct interactions with users and customers... as it is strongly defined on "engage" stage of Service Value System of ITIL4.
AUTO TICKETING
Converting emails automatically to interactions.
CONTROL PANEL
All records are under your control with fast filtering and listing panel
CUSTOM FILTERS
Get the look you want with easily customizable filters
BULK ACTIONS
Save time with fast update feature of records in bulk
FAST DENY
Irrelevant and unofficial demands can be denied with one click
CONVERSATIONS
All communications with users can be handled and recorded as conversations
Request Demo and Try Servicecore
You can try and see new features on our custom demo sessions.
Also you can try our software on your local system 30 days.
