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At ServiceTonic, we are happy to announce the release of the ServiceTonic Computer Telephony Integration (CTI) framework. With this framework, you can integrate telephony with your ServiceTonic help desk easily and effectively. The CTI framework solves a lot of problems associated with helpdesk. It instantly brings the customer much closer to the support team. After…
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When we learn something of value, we want to transform it into useful knowledge, and for this, we need to retain that learning and share it. Organizations tend to benefit a lot when their people start sharing, innovating, reusing, collaborating on what they learn. This is what the KB does. What is the Knowledge Base…
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We all like a good self-service. To find everything we want and choose what suits us best. Why not apply this concept to the IT service? The self-service web portal An IT service has the challenge to be close to the user, to let them know what services we offer so they can choose the…
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Key Performance Indicators or KPIs are measurable goals often tied to organizational goals. Most goals are achieved through the efforts of multiple people working in different teams across the organization. Aligning these goals across multiple owners creates shared accountability. Once these goals are properly defined and communicated, we need to develop indicators to understand where…
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Looking for a powerful and affordable Help Desk software? It does not take an exorbitant budget to find the best solution to provide customer service, it is enough to verify if a Help Desk fulfills the following 5 essential functionalities. 1. Centralizes incidents into a Single point of contact It is imperative that the Help…
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What are business rules? Business rules are a predefined set of actions that are executed when certain conditions occur. What are they used for? As in the domino effect, when a condition occurs -throwing the first chip- there is a reaction -the successive chips fall in chain-, our service management and automation software lets us define…
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Service Level Agreements or SLAs are agreements with the client that defines the clients expectations of requested service and the agreed terms of fulfilling them. In previous posts, we have introduced SLA types and how to design them. In this post we will talk about the steps to follow when one of the SLAs are…
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Do you still think that automation is nothing more than streamlining processes? It is true that it allows for managing tasks faster, but this is not the key benefit that interests us the most. Let us see the benefits of automating internal processes and say goodbye to inefficiency, errors, disorder and loss of information. The…
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ServiceTonic is now simpler and more powerful. The new version v6.0 is available for update. Let us introduce you to an easier to use tool, with new features in service automation as the result of half a year aimed at realizing the things you have asked for. ServiceTonic v6.0 comes to life from our commitment…
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A journey has a beginning, an ending… and a learning. Can you recall any trip? You may have prepared luggage, planned routes and schedules, managed a limited budget… Probably, you used a camera to record your experience and share anecdotes with your people… Tickets, take a similar trip. The trip of a ticket helps solve…
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