Core Feature

Content Management

Automatically capture, scan, and upload files from multiple channels right into your system.

Overview

54% of office professionals responded that they spend more time searching for files across numerous online file systems than responding to emails and messages.

Problem

  • Employees waste time searching for files stored on shared drives, personal folders, phones and emails.
  • Standard contracts and letters are drafted with copy-paste instead of generated with pre-filled content.
  • Too many repetitive tasks due to lack of automation and integration.

Solution

AppBase and ServiceJourney both come with enterprise-grade document management that gives employees instance access to all case-related and customer-related content. Plus, automation tools to improve productivity.

Benefits

Designed for case management

Documents are automatically linked to cases and tasks, not just another shared folder.

Reduced manual work

Automation and workflows remove repetitive tasks and eliminate errors.

Better compliance

Legal files, evidence and communications are centrally managed and access-controlled.

Capture all case content

Securely and automatically capture documents and files from all channels (email, fax, form, scan, etc.). Centrally store all files, pre-existing or digitally converted, to eliminate the paper burden.

Index files immediately

Automatically capture documents and make them into usable work items. Configure electronic folders for your document handling needs with role-based security, ensuring employees with different functions can have permissions to edit different files. 

Easily configure workflows

Get started by migrating your legacy knowledge base, then continuously enhance knoweldge with powerful editors and governance tools.

Retrieve any file from anywhere

Each user has a specific document clearance and security standard that allows them to find the documents they need quickly. Search for documents based on document type, index fields, or other information like when an item was created or last modified.

Features your team will love

Everything you need to run your service department

Enterprise-Grade Search

Search for all mentions of a specific phrase or customer across all documents and email.

Large File Support

Upload and download large video files, massive documents and multi-layered CAD files.

Workflow Automation

Manage all document related processes from manual approvals to automated reminders.

Case Management

Keeps files organized in cases and tasks instead of complex shared folders.

Auto-Organize Files

Auto-populate metadata and route files to the right teams for further action.

Email Capture

Capture emails, their attachments and metadata then auto-index them.

Document Templates

Generate Word documents, emails, PDFs, and other content using internal and external data.

Document Annotations

Online support for annotating, redacting, commenting and stamping PDFs.

Intelligence

Character Recognition (OCR)

Convert hand-filled forms or images into searchable documents that can recognize forms, read hand-writing and auto-index.

High-Volume Barcoding

Scan multi-page documents right into a case or leverage high-volume scanning by separating packets with barcodes.

Enterprise-grade data management

AppBase for Customer Service is great for mid-sized and large organizations that need an end-to-end solution that meet your unique needs.

Integrations

Comprehensive APIs helps utilize your knowledge base in external systems like help desk, chat, CRM and email support.

Multi-lingual

Support a global audience and worldwide workforce by creating articles in multiple languages.

Multi-brand

Customize the look and feel for every one of your brands and products. Automatically serve content under the right context.

OpenText-ready

Boost FCR by suggesting articles during a call or chat right in the agent’s desktop based on the customer journey. See an example.

Get in touch with experts

The first step in digital transformation is understanding your existing capabilities along with your vision.