capabilities via ticketing
Knowledge sharing via workspaces
An embedded Learning Management System (LMS)
Dashboards, reporting and Service Level Agreement management
We have been leveraging this solution as EPI-USE Labs’ own support platform, and as such it is being actively developed and used by over 17,000 users to date. We welcome the opportunity to work with you and deliver delightful support and service experiences for your customers.
Workspaces are logical areas which relate to a specific service, product or community that you want to collaborate on. Workspaces are flexible and can contain one or more of the following components:
Administrators of workspaces can control access and visibility. This can be configured to be publicly available, or controlled by inviting specific:
More fine-grained content access can be provisioned within the underlying workspace, by determining whether an account is a registered user or customer. A common example is only offering downloads to specific users or accounts if they are a customer.
Managing customer support requests is the main purpose of Client Central. The ticketing framework is highly customizable and can deliver a sophisticated automation solution. While it is possible to configure custom flows, the Client Central team will implement a basic ticketing flow as a starting point.
To support a variety of scenarios, Client Central provides a mechanism to configure Tickets behavior. This includes:
The combination of all these configuration features make the Client Central solution extremely flexible, and easy for agents and customers to use.
The knowledge repository is a workflow-driven content management system that can be controlled through roles. Approvals ensure the content passes through a quality review before being published for client consumption. Knowledge bases are linked to and configured per workspace, allowing you a flexible setup based on the purpose and needs of the specific workspace.
Access to the Knowledge base content creation is driven by roles, which are configured per account in Client Central, so can be flexibly designed. All content submissions are sent to content approvers to review.
All articles are created in the default language of the author, but translations can be added and maintained. If an article is not available in the end-user’s preferred language, the default article language is displayed to the user.
The Client Central platform supports the uploading of videos and providing support for downloading large files. It uses a global content delivery network (CDN) to ensure experience is optimized for users globally.
Like Knowledge bases, videos and downloads are configured via the workspace, and associated roles are provided for the management of these components.
Videos can be tagged and either uploaded directly, or linked to a popular video hosting platform (Youtube, Vimeo, Wistis). Videos can be rated, and associated thumbnails and metadata can be included for improved searching and tagging. Attachments such as associated presentations can be included with the video submission. Setting visibility of who can see the video is also controlled granularly.
Like video downloads, these can be organised and categorised into specific folders for management and control. Externally accessible links can be created for download sharing “outside” of the Client Central platform.
EPI-USE Labs works with a great number of public sector organizations, and has specific capability to handle test data management needs for organizations in this sector. Object Sync seamlessly manages multiple employment contracts, and Grants Management and Funds Management have dedicated objects for copying test data on demand for those complex testing situations.
Organizations leveraging the Bank Analyzer solution from SAP can now carry out lean system refreshes with Client Sync on the Bank Analyzer system whenever the backend system is being refreshed. The post-processing in Client Sync automates around two days of manual effort normally required after a system copy for Bank Analyzer test systems.
DSM contains specific objects and functionality for the Insurance industry, including the ability to copy FSCD data on-demand for a specific Business Partner or Contract Account. ICM and Claims Management data is also covered.
For over ten years, DSM has catered for the demanding needs of the Retail sector for test data on demand and lean testing client provisioning. Complex document flows are supported out of the box, with the ability to extend for non-standard configuration. Challenging data to recreate for testing can easily be replicated, including site data, article hierarchies, listings and assortment modules.
|Data Sync Manager Brochure|
|Kellogg’s: Success Story|
|Data Sync Manager for HCM Brochure|
|Data masking in non-production SAP environments: White Paper|
|Data Secure Leaflet|
|Livestock Improvement Corporation (LIC): Success Story|
|Gulfmark Offshore's HCM upgrade: Success Story|
|Electoral Commission of South Africa: Success Story|
|Landscape Management challenges: White Paper|