Moxie’s Knowledge for Microsoft Dynamics CRM enables agents to quickly access reliable information and deliver a consistent message to customers. Flexible article access, robust review workflow, and simple authoring enhance Microsoft Dynamics CRM with scale and flexibility.
Knowledge delivers instant and accurate information directly within Microsoft Dynamics CRM, allowing organizations to reduce handle time and improve first contact resolution.
By integrating the functionality of Knowledge with Microsoft Dynamics CRM, organizations can:
Moxie’s integration with BMC Remedy ITSM, which includes Incident Management, Problem Management, Change Management, and Service Request Management is available for BMC’s OnDemand and On-Premise Remedy offerings, and supports version 7.6.04 as well as version 8 of BMC Remedy AR.
The integration is implemented in the Remedy user interface for a seamless user experience, providing robust search and retrieval of solutions, the ability to attach solutions to a case, and send solutions to customers so that agents spend less time looking for solutions and are able to focus on providing a superior service experience to their customers.
Other features of the expanded integration include full audit trail, single sign on, creation of new solutions from the Remedy user interface, as well as the ability to search and retrieve solutions from Moxie’s Knowledge prior to submitting a new help request enabling true incident deflection.
Remedy credentials are used to either log the user in or create a new Knowledge account with default permissions as defined by the Administrator. This allows companies to ensure that no valid user is ever denied access.
The case details integration performs a seamless real time contextual natural language search for solutions in Moxie’s Knowledge. As users work the case, their Knowledge activities are tracked and recorded in the case activity details including articles viewed as well as when articles are or are not selected as solutions so that future agents have full context of previous agent actions. Linked articles are available for reference to other agents and the ticket’s originator.
As new issues surface, critical knowledge accumulates in case activity and work logs. Once sufficient details exist in a case to solve the problem, Agents can create an article from the case and all pertinent case information is used to automatically create a new Knowledge article. Integrations can be configured so that articles can either be published immediately for search and consumption by selected users, or be staged in a Workflow for review, clean up, or approval prior to publication.
Reporting includes agent searches and activity as well as cases solved by Knowledge articles which help determine ROI of the integration.
The self-service portal has an integrated view that assists ticket submitters by providing contextual search results from the knowledgebase as part of the ticket process. This process enables users to get resolution to their issues more quickly and potentially without any agent intervention.