Overview of Tender Support

A knowledge base is a centralized documentation repository that includes frequently asked questions, how-to guides, and troubleshooting instructions. Its goal is to make it simple for people to solve difficulties without asking for assistance. Knowledge bases result from a process known as "knowledge management" that collects and organizes all of that data in a meaningful manner. External or internal audiences can both benefit from knowledge bases. An appliance manufacturer, for example, might keep maintenance instructions in a customer-facing knowledge base and an internal knowledge base where personnel can learn about company policies.

Your customers and agents can meet in the forum and help each other solve problems. Every forum post is converted to a ticket. Your customer service professional will save time by using forum. Customers can simply assist one another by responding to questions. Tips and tricks, ideas, solved difficulties and issues, and much more can be found in forums. Every customer must sign in before they may answer or ask a question. Businesses utilize forums to interact with users that visit their support site. Users can share tips and ideas, help others out, and voice their opinions about your product or service by participating in community forums.

Using escalation alerts, users can create notification rules for primary and custom entities. A few requirements may be included in escalation rules, which will result in email or on-screen alerts. Escalation rules are more complicated than notifications and can be used inside and outside a workflow. Escalation rules are typically used to create reports with more than five criteria or a complex SQL trigger clause. A message is displayed on screen or sent through email if one or more conditions are met, the clause is enabled, values are updated, or SQL is performed.