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Report builder
Workforce Management
Federated Search
AI Assistant
KNOWLEDGE MANAGEMENT
HELPDESK
KNOWLEDGE MANAGEMENT
Not just a Service but Knowledge- Centred Service:
“When designing Swarmica, we started with the methodology of KCS and it became the foundation of the product.”
Max Sudyin, CTO
Knowledge-Centered Service (KCS) - is a refined and robust methodology that has helped companies capture knowledge, solve problems faster, enable self service, improve customer and employee satisfaction, and build organizational learning for the past 30 years.
Helpdesk and Knowledge Base combined in one seamless workspace for streamlined support and smarter knowledge management.
PROCESSES
KNOWLEDGE MANAGEMENT
Cusotmer's words:
"It turns out that there are systems focused on developers where the knowledge base is formed automatically"
1/7
Simultaneous work with a ticket and knowledge base in a single window mode.
Creation and updating of content are built into the work process.
Linking tickets with articles provides data for accounting for customer demand and allocation of resources for publication, as well as CX analytics.
Creation and updating of content are built into the work process.
Linking tickets with articles provides data for accounting for customer demand and allocation of resources for publication, as well as CX analytics.
Unique workspace
2/7
Categorization and public knowledge base portal.
Possibility of branding or embedding via API into existing portals and products.
Possibility of branding or embedding via API into existing portals and products.
Knowledgebase
3/7
The editor supports text formatting in visual mode, as well as tables, videos, code formatting and other elements of article design.
Created articles are stored in Markdown format, which allows you to unify the style of knowledge base articles to corporate guidelines.
Created articles are stored in Markdown format, which allows you to unify the style of knowledge base articles to corporate guidelines.
Powerful editor
4/7
Possibility to restrict access to published articles only for registered users or for selected segments of users
Access for user segments
Cusotmer's words:
“We have significantly simplified our processes and increased productivity. ”
5/7
Track key success metrics throughout implementation with clear, gamified steps tailored to each phase. Define success criteria and ensure smooth progression at every stage.
Interactive roadmap of KCS adoptipon
6/7
Gain a dynamic, data-driven profile of your employees, tracking their performance and onboarding progress over time.
Onboarding
7/7
Track the number of tickets linked to Knowledge Base articles to automatically identify problem areas, spot trends, and highlight functional clusters that need improvement.
This powerful tool enhances collaboration with development teams and reduces incoming ticket volume by driving product enhancements.
This powerful tool enhances collaboration with development teams and reduces incoming ticket volume by driving product enhancements.
CX-analysis