| 摘要 |
Embodiments of the present invention relate to a system and computer program product for a knowledge management implementing incident support that is standardized and centralized across the channels and sub-channels in an organization. The knowledge management system receives information relating to incidents from databases in the organization. The knowledge management system displays via a user interface at least the following information related to at least one incident: the current status of the incident and scoring values associated with the incident(s). The system can also display the recovery guidelines for effecting resolution of the incident. The knowledge management system also stores and displays historical information, contact information, as well as process maps or flowcharts for systems, applications, and customer views, and an academy for training associates. The system can also display scoring values 603 associated with a channel's performance relative to an incident(s). |
