Capacity has enhanced its artificial intelligence-powered support automation platform with the launch of Helpdesk and Knowledge Base.
Capacity's cloud-based system captures, mines, and connects organizational knowledge through the self-service support channel. These new features are now part of the Capacity Console, which serves as the central location for all company knowledge, inbound support inquiries, and user feedback.
"There is a fundamental shift happening within the workplace. Users want to find answers to their questions quickly and without having to pick up the phone or send an email," said David Karandish, CEO and founder of Capacity, in a statement. "These new features demonstrate continued investment in our platform to solve growing needs across organizations. Capacity's platform gives people the power to work smarter and ensure all organizational knowledge is quick and easy to find, share, and leverage."Capacity's Helpdesk lets companies do the following:
- Escalate inquiries and requests from self-service to level 1 support teams;
- Collaborate and escalate tickets across teams wherever they are;
- Keep teams connected, engaged, and empowered with smart notifications; and
- See the history of every ticket and actions taken by users.
Capacity's Knowledge Base intelligently stores knowledge and makes it scalable. Users can do the following:
- Organize tacit knowledge with folders, dialogues, and exchanges;
- Choose the information that each team member can access with custom permission settings;
- Create a Guided Conversation to direct users to the right information;
- Store and search key documents and files in Capacity Cloud Drive for self-service access; and
- Take advantage of Capacity's universal drag-and-drop interface.