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Knowledge & Request Management
www.softlinkint.com www.softlinkint.com Page 2
Sharing knowledge has never been more integral to the success of your team and organisation. by Softlink
allows you to create, capture and share knowledge more efficiently than before.
is a web-based knowledge and request management solution that automatically takes incoming requests
for information and provides the tools for knowledge managers and content specialists to track, manage, and publish
queries and solutions.
Within continued use of , you’ll benefit from improved workflows, increased staff efficiency, and a
comprehensive knowledge base which can be used as a basis of decision-making and staff training.
Key Benefits
benefits your organisation in the following ways:
Capture valuable business information by recording requests for information from emails, the web, calls and
in person to build a repository of solutions.
Increase staff productivity and reduce training with a comprehensive, tailored and searchable knowledge
base of queries and answers incrementally built over time.
Track and allocate staff time with accurate recording and reporting of time spent on researching and
providing solutions.
Ease the billing process with the ability to assign client codes to each request.
Simplify the Q&A process with email integration and web-based access.
Introducing b
How works
2. Requests are consolidated,
prioritised and assigned to researchers.
3. Researchers provide a response which is
added to the knowledge base.
Reports are available on
assigned requests, time
spent & billing information.
1. Users submit requests
for information.
Users can browse
the knowledge base.
www.softlinkint.com Page 3
Features Requests can be created in a variety of ways.
Email integration can be set up to automatically
consolidate requests within the system, without
the need for clients or staff members to login.
Email alerts will notify the requester and
researcher of any updates made to the request.
Users can also subscribe to any requests which
have not been answered.
The searchable knowledge base retains all
information passed through the system, which
grows in value over time.
Responses can be provided using text, web links
and attached files.
Stopwatch feature accurately tracks the time
spent researching and providing an answer for a
particular request.
At-a-glance and summary reports can be
viewed and downloaded to determine service
quality, staff efficiency, and workload.
Priority and sensitive requests can be marked
for attention. Sensitive requests cannot be
accessed by other users, except the requester,
researcher, and team leader.
Powerful search features such as faceted,
predictive text, and advanced search enables
quick retrieval of relevant information.
Web-based access on any platform utilising a
web browser, including tablets and smart
phones.
Feedback can be provided on the quality of the
service to improve workflow processes.
A Tool for Knowledge Management
is the perfect tool for knowledge management
as it collects, records, quantifies and summarises queries
and answers provided to staff and clients. The knowledge
base becomes a comprehensive, audited, database of
relevant information that can be shared throughout the
organisation.
allows you to quickly capture request details in
a number of fields including:
Requester’s department
Request Type
Communication channel for receiving the request
Sensitive/confidential requests.
By categorising requests, relevant information can be
quickly and easily retrieved using the comprehensive
search and reporting features of .
www.softlinkint.com www.softlinkint.com Page 3
Requester Tools
Once logged into the home screen,
the requester can perform the
following:
View a list of requests the requester has submitted or
subscribed to.
Search the database to see if a particular question has already
been answered.
Submit a request for information.
Subscribe to an existing request and receive a notification email when it has been answered or updated.
Requester Home Screen
A requester searches the knowledge base for existing answers and submits requests for information.
Hover Window
Hover Window
When placing the mouse over an existing request, the requester can view additional information such as whether it has been answered, or whether there are any files or links included.
Request Detail Screen
Detail Screen
Clicking on an existing request will lead to the detail screen, where the requester can view all details of a request and access files and links
included.
A note for attention of the researcher can also be added.
Help Section
This appears on the home screen to guide the user on using the system. For more in-depth guides, the user can access relevant Overview and How To Guides from the menu bar.
Help Section
History Panel
Access this on most screens by clicking on the corner ‘expand’ icon. History Panel
www.softlinkint.com Page 4
Researcher Tools
From the home screen, a researcher
can perform the following:
View all requests allocated to the researcher and the corresponding
status (New, Assigned, Closed).
Search the database for existing
and answered requests.
Submit a request for information.
View at-a-glance summaries on active requests, team member actions, and priority requests.
A researcher handles requests allocated by a team leader and provides answers to users.
Researcher Home Screen
Detail Screen
From the request detail screen, the
researcher can:
Track the time spent on the request by clicking Start on the
particular task.
Add a note, link, or web source to the request. These can be viewed
by the requester.
Add a request for more information
from the user through the system.
Email the user directly. This will be
added as a note on the system.
View any changes made to the request via the audit log.
Edit Screen
The researcher can update or edit request details and add an answer, sources, and web links. The time spent and status of the request can also be updated.
Edit Screen
www.softlinkint.com www.softlinkint.com Page 5
Administrator Tools An administrator has access to all functions within the system and can view and edit all information.
Settings functions include:
Selecting the Look and Feel
Establishing the Mail Settings
Allowing Anonymous Use
Automate Notification
Team Member Dashboard sharing
Administration functions include:
Custom Fields
Departments
Locations
Maintenance
Priorities
Requesters
Researchers
Settings
Teams
Types
Team Leader Role A team leader receives all submitted requests and assigns them to researchers.
Home Screen
A team leader home screen is similar to the researcher screen, except all requests can be seen on the dashboard.
All incoming requests can be seen under the New section of the dashboard.
Team Leader Home Screen
Assigning Requests via Edit Screen
Assigning a request
Team leaders assign requests to researchers using the Edit Screen.
Once assigned, a notification email will be sent to the researcher and the new request will appear on their dashboard.
Admin Panel
Researchers and team leaders can also access the Admin panel, but not all options are available.
www.softlinkint.com
Deployment
integrates with Softlink’s Liberty, a web-based Knowledge,
Content & Library Management System offering comprehensive tools for
managing physical and digital resources. Liberty is used by corporate,
academic, and public organisations worldwide to streamline access to
resources.
is available on the Cloud via Software as a Service (or SaaS model), which offers convenient and
instant access via the web. By utilising the internet and a standard Web Browser, you will have full access
without the cost of software ownership and ongoing costs of server maintenance and IT overheads.
The package consists of the following:
Software license rental
Hosting services
Annual support and maintenance
Regular backup service.
The typical service contract is 5 years, however other
options are also available.
Professional Services A full range of professional services are available to ensure the smooth running of your new system.
These services include:
Project Management
Knowledge and Request Management System Process
Consulting
Training services
Software configuration assistance
Interface customisations
Intranet and Internet Integration
Report customisations
Data conversions
Third party software integration.
Total Knowledge Management
Page 6
Australia
Brisbane, Australia
t: +61 7 3124 6111
Europe
Oxford, United Kingdom
t: +44 1993 883 401
America
Seattle, USA
t: +1 877 454 2725
Pacific
Auckland, New Zealand
t: +64 9 415 7790
www.softlinkint.com
About Softlink
Softlink is a world leader in supplying Knowledge, Content and Library Management Systems for Corporate,
Academic, Public organisations and Schools worldwide. For almost 30 years, Softlink’s software solutions have
assisted organisations with digital and physical resource management, and is currently being used in over
10,000 organisations across 108 nations. Established in Brisbane, Australia in 1983, Softlink’s global operations
include international branches in Europe, America, and New Zealand. www.softlinkint.com
If you would like further information on , please contact your local Softlink Sales
Team.