Maintain content centrally
Your business team maintains rich-text content and documents centrally in the integrated knowledge base.
Knowledge & solutions
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KNOWLEDGE & GUIDANCE
The right guidance. Exactly when you need it.
The Active Solution Center automatically shows your team the knowledge relevant to each case. Less time searching means faster, more confident case handling.
Knowledge in the case context
The case is open. The guidance is already there.
The product and category connect the case with relevant knowledge. Open “Explain account fees” in the example.
Inside TurnFriendly · Knowledge in the case
CASE · COMPLAINT
Fees disputed
Automatically shown for this case
Explain account fees
Procedure · Version 2 · approved
1. Record the type of fee and the period covered by the case.
2. Check the agreed terms. Involve the responsible team if anything remains unclear.
3. Document the result and explain it clearly in the customer reply.
This content is linked to the case through its product and category.
KNOWLEDGE FOR CASE HANDLING
Assign and approve knowledge.
In the Active Solution Center, your business team defines which knowledge supports which cases.
Connect knowledge with its context
Product groups, products and categories determine which knowledge appears in a case. Configurable types distinguish guidance from procedural instructions, for example.
Keep changes traceable
Versions make changes traceable. When needed, a second person reviews and approves the new version.
REUSABLE RESPONSE TEXT
Prepare replies with the right context.
Business-specific text modules provide reusable wording for customer replies. Dynamic placeholders add the context of the individual case.
EXISTING KNOWLEDGE SOURCES
Keep your existing knowledge connected.
Link to existing knowledge resources within your organisation. TurnFriendly establishes the context of the case, products and record. Existing knowledge bases can also be connected through an API.
A Serviceware API integration is already in production use. We assess the appropriate integration for your knowledge environment based on your existing systems.
What knowledge does your team need when handling a case?
Discuss a typical case and your knowledge sources with us. Together, we’ll explore how relevant guidance can support your team directly during case handling.