Multiplying Knowledge with SABIO · SABIO a ims a t p roviding a n i ntelligent s olution t o s tructure a nd f lexibly i ntegrate a n e fficient Knowledge M anagement a nd i n d

Multiplying Knowledge with SABIO

Integration of SABIO into Zendesk – Knowledge where you need it Version: 21.08.2017

Integration of SABIO into Zendesk

SABIO and Zendesk: Knowledge where you need it 3

SABIO and Zendesk – What makes the difference? 4

SABIO 4

Zendesk 4

Integration of SABIO into Zendesk 5

Installation of SABIO in Zendesk 5

Working with SABIO and Zendesk 7

Integration of SABIO into Zendesk Version: 21.08.2017

Integration of SABIO into Zendesk

1 SABIO and Zendesk: Knowledge where you need it SABIO aims at providing an intelligent solution to structure and flexibly integrate an efficient Knowledge Management and in doing so a central Knowledge Management System serving as a binding source for all information available within an organization. A Knowledge Management System reduces reaction times and error ratios in customer service by providing quick access to relevant knowledge. This effect can be improved even more by providing the agents in customer support with direct access to this knowledge in the systems they are working with on a daily basis. The integration of SABIO into Zendesk for example offers the possibility to make the knowledge stored in SABIO available in Zendesk, based on the context the agents are working in. A manual login, as well as switching between both systems, is no longer necessary leading to reduced search times and offering improved service levels.

Figure 1 - Use Cases for integrating SABIO into Zendesk


2 SABIO and Zendesk – What makes the difference?

2.1 SABIO

The sources of knowledge in companies are as different as their employees are. Information may be found in wikis, the intranet, within CRM or CMS tools as well as in private documents and notes. This fact may render searching for a binding and „correct“ answer to open questions quite exhausting in many cases. SABIO has risen to this challenge and provides with SABIO Knowledge an integrated source of knowledge, specifically for the application in contact and service centers. SABIO Knowledge is centrally applicable, easy to use and to integrate and provides content for all communication channels and numerous specialized systems. Thanks to the tree structure as well as the intelligent search the agents always find exactly the knowledge they need in order to support their customers with a service at its best.

Advantages of SABIO:

● Transparent structuring of content thanks to the knowledge tree ● Support of agents through extensive search feature ● Flexible concept of permissions and roles ● Suggestion process and rating feature ● Quality assurance through approval process ● Indexing of external knowledge sources such as websites and network drives ● A standard HTML editor offering quick and easy creation of content ● Integration into external CRM and ticketing systems possible

2.2 Zendesk

Zendesk is one of the leading cloud solution for multi-channel customer interaction. Applying Zendesk allows the transformation of customer requests in all communication channels (e.g. such as the website, emails, telephonic questions or via Twitter, Facebook, and chats) into a ticket and concentrating all communication in one system. Thanks to Zendesk, time-consuming routine jobs can be eliminated and multiple standard processes in customer service can be automated leading to a service significantly more efficient and consistent. In addition, extensive reporting features provide transparency and deliver insights into essential indicators.

Advantages of Zendesk:

● Browser-based application with intuitive user interface ● Facilitation of customer interaction through easy workflows ● Significant reduction of handling times thanks to intelligent automation ● Transparent overview of all calls, emails, social media and web tickets ● Reporting providing effective evaluation of all service processes ● Available as app for use on mobile devices


3 Integration of SABIO into Zendesk

Thanks to the integration of SABIO into Zendesk, agents in contact and service centers can always rely on accessing secured and current knowledge when answering multi-channel customer requests. They can solve tickets easily and reliably in Zendesk with information provided by SABIO without the need to leave their familiar working environment. The integrated app offers access and the searching of all knowledge stored in SABIO for information, text modules as well as documents. In addition, SABIO content can be easily integrated into web self-service giving customers the possibility to help themselves and significantly exonerate the customer support.

Advantages of integrating SABIO into Zendesk:

● Usage of the knowledge stored in SABIO in different channels ● Response to customer requests via the contact channel chosen by the customer ● Improvement of the knowledge content thanks to customer feedback ● Web self-service with community feature ● Consistent workflows for the entire customer interaction ● Quick setup of the integration with the APIs of SABIO and Zendesk ● Extensive support of the interface by SABIO and Zendesk ● Guaranteed future by means of regular updates

3.1 Installation of SABIO in Zendesk

The SABIO app can easily be installed in the admin section of Zendesk.

Figure 2 - Access of the Zendesk Marketplace

How this installation has to be processed in detail and which settings have to be adjusted is described in an elaborate installation manual.

As soon as the app has been installed, the administrator will find it in the admin section under „Apps – Manage“.


Figure 3 - Manage apps

All apps that are currently installed in Zendesk are displayed here and can be accessed and edited, if needed, by clicking on the respective icon.

Figure 4 - Currently installed apps


4 Working with SABIO and Zendesk

In order to work on a ticket in Zendesk, the respective ticket is selected from the list of unsolved tickets and opened by clicking on it.

Figure 5 - All unsolved tickets

Within the opened ticket the SABIO app is displayed in the app sidebar on the right-hand side. This bar can be opened by clicking the button „Apps“.

Figure 6 - Display of the app sidebar

In the section displayed now, the agent can easily search for knowledge stored in SABIO without leaving Zendesk or the current ticket.


Figure 7 - SABIO app in a Zendesk ticket

Thanks to the search feature the agent quickly finds all knowledge relevant to the current customer request. All hits for an executed search are displayed in a list directly in the app.

Figure 8 - The SABIO search in Zendesk

Thanks to an auto-suggest feature, the system already delivers words that are stored in SABIO and come into consideration as a search term as soon as the agent starts typing. Clicking on one of these suggestions initiates a search request for the respective search term.


Figure 9 - Auto-suggest feature

Exceeding this manual search the app also offers the possibility to apply an automated search. To use this search option the administrator defines up to 3 fields of the Zendesk tickets that will categorize incoming tickets and automatically initiate a search request. Thanks to this automation, the agent no longer needs to concentrate on possible search terms, but pro-actively obtains the content of relevance for his current ticket. The search delivers even more precise results and the handling time of different tickets is shortened thanks to reducing the time needed to conduct the search for knowledge.


Figure 10 - Automatic initiation of a search

Clicking on a search result opens a popup. The agent has the following options:

● Add to ticket If the agent clicks on this button, the selected SABIO content - including all contained pictures, documents, and links - is pasted into the current ticket.

● Open in SABIO If the agent chooses this option the respective content is opened in SABIO. Here, the agent has the possibility to i.e. search for related content and comment or rate the text.

● Close

Figure 11 - SABIO content in a popup

Clicking on „add to ticket“ pastes the selected content into the current ticket and significantly reduces the handling time needed to solve the ticket.


Figure 12 - SABIO content in Zendesk ticket


Documents

Multiplying Knowledge with SABIO · SABIO a ims a t p roviding a n i ntelligent s olution t o s tructure a nd f lexibly i ntegrate a n e fficient Knowledge M anagement a nd i n d