Network Infrastructure

CentralSupport Systems^SM provides you with the quickest access to priority support information at the time that it’s needed most. Unlike other solutions available today, which inundate the user with non-essential features, CSS focuses on key aspects that support frontline personnel by building knowledge and presenting it at precisely the right time.

Key features of CSS include:

• Service Request Tracking

Request tracking is the core of the system where client requests are recorded and addressed.

• Activity Tracking

Integrated activity tracking provides automated and supplemental tracking for service requests.

• Contact Management

Contact selection and management are automatic and quick. By selecting from the auto presentation of contacts, you are building Client History.

• Client History

The automatic presentation of client histories helps your support team identify potential problem areas.

• Point of Issue

POI is a two-tiered problem selection system that allows the identification of the client’s request.

• Change Control

Integrated change control that simplifies the process by eliminating extraneous steps and enhancing critical support information.

• Knowledge Articles

Built-in free text articles tied to POI definitions allow for knowledge transfer and documentation of standard operating procedures.

• Rich Text

Every free text area in Services Requests and Knowledge Articles supports rich text editing with graphical image support.

• Full Text Search

Every aspect of Service Requests and Knowledge Articles is indexed to provide immediate access to the knowledge built from usage.

• Multi-threading

CSS Help Desk multi-threading makes full use of modern, multi-core processors and modern application design.

• PDF Reporting

Service Requests, Knowledge Articles and reports are all available for export to PDF.