KnowledgePRO was our knowledge management (KM) tool for senior level customer service agents. Agents can add, edit and view reports about solutions in a companies knowledge base. They're are also means for them to escalate further or email to an expert within the company.
My Contributions: Workflows, Wireframes, Composites, Graphics and Icons, Styles, Usability Testing.
One of the biggest problems in KM software is the generation of duplicate solutions or answers for the same issue. Front line agents do not have the luxury of time to compare two possible similar solutions. If they do find two that are similar while helping a customer, they can escalate the prospective duplicates to the senior agent who can then review them in detail. Here we see the compare view, where a senior agent is reviewing two similar solutions to determine if they should be merged.
My Contributions: Workflows, Wireframes, Composites, Graphics and Icons, Styles, Usability Testing.
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