Knowledge & Request Management

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Sharing knowledge has never been more integral to the success of your team and organisation. by Softlink

allows you to create, capture and share knowledge more efficiently than before.

is a web-based knowledge and request management solution that automatically takes incoming requests

for information and provides the tools for knowledge managers and content specialists to track, manage, and publish

queries and solutions.

Within continued use of , you’ll benefit from improved workflows, increased staff efficiency, and a

comprehensive knowledge base which can be used as a basis of decision-making and staff training.

Key Benefits

benefits your organisation in the following ways:

Capture valuable business information by recording requests for information from emails, the web, calls and

in person to build a repository of solutions.

Increase staff productivity and reduce training with a comprehensive, tailored and searchable knowledge

base of queries and answers incrementally built over time.

Track and allocate staff time with accurate recording and reporting of time spent on researching and

providing solutions.

Ease the billing process with the ability to assign client codes to each request.

Simplify the Q&A process with email integration and web-based access.

Introducing b

How works

2. Requests are consolidated,

prioritised and assigned to researchers.

3. Researchers provide a response which is

added to the knowledge base.

Reports are available on

assigned requests, time

spent & billing information.

1. Users submit requests

for information.

Users can browse

the knowledge base.

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Features Requests can be created in a variety of ways.

Email integration can be set up to automatically

consolidate requests within the system, without

the need for clients or staff members to login.

Email alerts will notify the requester and

researcher of any updates made to the request.

Users can also subscribe to any requests which

have not been answered.

The searchable knowledge base retains all

information passed through the system, which

grows in value over time.

Responses can be provided using text, web links

and attached files.

Stopwatch feature accurately tracks the time

spent researching and providing an answer for a

particular request.

At-a-glance and summary reports can be

viewed and downloaded to determine service

quality, staff efficiency, and workload.

Priority and sensitive requests can be marked

for attention. Sensitive requests cannot be

accessed by other users, except the requester,

researcher, and team leader.

Powerful search features such as faceted,

predictive text, and advanced search enables

quick retrieval of relevant information.

Web-based access on any platform utilising a

web browser, including tablets and smart

phones.

Feedback can be provided on the quality of the

service to improve workflow processes.

A Tool for Knowledge Management

is the perfect tool for knowledge management

as it collects, records, quantifies and summarises queries

and answers provided to staff and clients. The knowledge

base becomes a comprehensive, audited, database of

relevant information that can be shared throughout the

organisation.

allows you to quickly capture request details in

a number of fields including:

Requester’s department

Request Type

Communication channel for receiving the request

Sensitive/confidential requests.

By categorising requests, relevant information can be

quickly and easily retrieved using the comprehensive

search and reporting features of .

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Requester Tools

Once logged into the home screen,

the requester can perform the

following:

View a list of requests the requester has submitted or

subscribed to.

Search the database to see if a particular question has already

been answered.

Submit a request for information.

Subscribe to an existing request and receive a notification email when it has been answered or updated.

Requester Home Screen

A requester searches the knowledge base for existing answers and submits requests for information.

Hover Window

Hover Window

When placing the mouse over an existing request, the requester can view additional information such as whether it has been answered, or whether there are any files or links included.

Request Detail Screen

Detail Screen

Clicking on an existing request will lead to the detail screen, where the requester can view all details of a request and access files and links

included.

A note for attention of the researcher can also be added.

Help Section

This appears on the home screen to guide the user on using the system. For more in-depth guides, the user can access relevant Overview and How To Guides from the menu bar.

Help Section

History Panel

Access this on most screens by clicking on the corner ‘expand’ icon. History Panel

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Researcher Tools

From the home screen, a researcher

can perform the following:

View all requests allocated to the researcher and the corresponding

status (New, Assigned, Closed).

Search the database for existing

and answered requests.

Submit a request for information.

View at-a-glance summaries on active requests, team member actions, and priority requests.

A researcher handles requests allocated by a team leader and provides answers to users.

Researcher Home Screen

Detail Screen

From the request detail screen, the

researcher can:

Track the time spent on the request by clicking Start on the

particular task.

Add a note, link, or web source to the request. These can be viewed

by the requester.

Add a request for more information

from the user through the system.

Email the user directly. This will be

added as a note on the system.

View any changes made to the request via the audit log.

Edit Screen

The researcher can update or edit request details and add an answer, sources, and web links. The time spent and status of the request can also be updated.

Edit Screen

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Administrator Tools An administrator has access to all functions within the system and can view and edit all information.

Settings functions include:

Selecting the Look and Feel

Establishing the Mail Settings

Allowing Anonymous Use

Automate Notification

Team Member Dashboard sharing

Administration functions include:

Custom Fields

Departments

Locations

Maintenance

Priorities

Requesters

Researchers

Settings

Teams

Types

Team Leader Role A team leader receives all submitted requests and assigns them to researchers.

Home Screen

A team leader home screen is similar to the researcher screen, except all requests can be seen on the dashboard.

All incoming requests can be seen under the New section of the dashboard.

Team Leader Home Screen

Assigning Requests via Edit Screen

Assigning a request

Team leaders assign requests to researchers using the Edit Screen.

Once assigned, a notification email will be sent to the researcher and the new request will appear on their dashboard.

Admin Panel

Researchers and team leaders can also access the Admin panel, but not all options are available.

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Deployment

integrates with Softlink’s Liberty, a web-based Knowledge,

Content & Library Management System offering comprehensive tools for

managing physical and digital resources. Liberty is used by corporate,

academic, and public organisations worldwide to streamline access to

resources.

is available on the Cloud via Software as a Service (or SaaS model), which offers convenient and

instant access via the web. By utilising the internet and a standard Web Browser, you will have full access

without the cost of software ownership and ongoing costs of server maintenance and IT overheads.

The package consists of the following:

Software license rental

Hosting services

Annual support and maintenance

Regular backup service.

The typical service contract is 5 years, however other

options are also available.

Professional Services A full range of professional services are available to ensure the smooth running of your new system.

These services include:

Project Management

Knowledge and Request Management System Process

Consulting

Training services

Software configuration assistance

Interface customisations

Intranet and Internet Integration

Report customisations

Data conversions

Third party software integration.

Total Knowledge Management

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Australia

Brisbane, Australia

t: +61 7 3124 6111

e: sales@softlinkint.com

Europe

Oxford, United Kingdom

t: +44 1993 883 401

e: sales@softlink.co.uk

America

Seattle, USA

t: +1 877 454 2725

e: sales@softlinkamerica.com

Pacific

Auckland, New Zealand

t: +64 9 415 7790

e: sales@softlinkpacific.co.nz

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About Softlink

Softlink is a world leader in supplying Knowledge, Content and Library Management Systems for Corporate,

Academic, Public organisations and Schools worldwide. For almost 30 years, Softlink’s software solutions have

assisted organisations with digital and physical resource management, and is currently being used in over

10,000 organisations across 108 nations. Established in Brisbane, Australia in 1983, Softlink’s global operations

include international branches in Europe, America, and New Zealand. www.softlinkint.com

If you would like further information on , please contact your local Softlink Sales

Team.