Development Tree
Get a complete overview of the whole KCS journey, next available steps, dependencies, and achievements, exploring Swarmica Development Tree that guides you through all KCS techniques and phases.
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Drill In
Drill into each metric to get a detailed recommendations and track the improvements.

Track Volume Deflection, Time to Proficiency, Operations metrics, and Headcount savings.
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Knowledge Capture
It's easy for agents to search through available knowledgebase right from the ticket workspace and if such knowledge is missed to capture it immediately with minimal efforts.

Attach, detach the tickets associated with the issue documented in the knowledgebase to observe the product patterns and trends.
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Performance assessment
Define performance evaluators and give them a tool to assess the quality of created articles, process adherence and link accuracy.
Provide feedback to agents and make their personal goals aligned with the organization's ones!
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Agents may see their efficiency and performance in personal scorecards. Managers may observe the whole team or select and compare specific teams/agents
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Product improvement
A link between an article and associated tickets provides automatic taxonomy for patterns and trends of challenges customers have with the product. Through an understanding of these patterns and trends product, management and engineering can influence user experience through product improvement described in the article.
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Cost savings
Track how all the activities result in high-level metrics and help to optimize and reduce the costs
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