Product Overview
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Kinetic Data provides an Enterprise Workflow Platform for building highly scalable and complex apps in record time. We combine the best elements of low-code and pro-code development to enable organizations to achieve their digital modernization goals.
On top of the Product Overview in the , Customer Support Specialists should strongly understand Kinetic Data’s key components to effectively address customer inquiries and issues. Here are common use cases and components of the Kinetic Data platform that they should be familiar with:
1. Service Catalog: The service catalog is where customers can browse and request various services, such as IT support, facilities requests, or HR services. Support Specialists should understand how the catalog is organized and how customers use it to access and request services.
2. Service Request Management: This component allows customers to submit and track service requests. Support Specialists should know how to assist customers in creating, modifying, or checking the status of their requests within the system.
3. Workflow Automation: Kinetic Data often includes workflow automation capabilities that help streamline processes. Support Specialists should understand how these workflows function to ensure requests are routed to the right teams and resolved efficiently.
4. Knowledge Base: The knowledge base contains articles, guides, FAQs, and troubleshooting resources. Support Specialists should know how to search for and share relevant knowledge articles with customers to help them find solutions independently.
5. Incident Management: Understanding how incidents are reported and managed within Kinetic Data is crucial. Support Specialists should be capable of assisting customers with incident reporting, tracking, and resolution.
6. User Profiles and Permissions: Support Specialists should understand how user profiles and permissions work within the platform. This knowledge helps ensure customers have the appropriate access and permissions to use the platform effectively.
7. Reporting and Analytics: Generating and interpreting reports and analytics is vital for monitoring the platform's performance and identifying areas for improvement. Support Specialists should know how to extract relevant data and provide insights to customers.
8. Integration Capabilities: Kinetic Data often integrates with other systems and tools. Support Specialists should understand these integrations and how data flows between Kinetic Data and other systems to provide comprehensive support.
9. Security and Privacy: Knowledge of security measures and privacy protocols within Kinetic Data is essential to safeguard customer data and maintain compliance with relevant regulations.
10. User Training and Onboarding: Support Specialists should be prepared to assist customers with onboarding and training within the platform, ensuring they understand how to use the tool effectively.
11. Customization and Configuration: Depending on the organization's needs, their implementation of Kinetic Data may be highly customized. Support Specialists should know how to guide customers through configuration changes or customization requests
12. Creating Surveys: Encourage customers to implement surveys for their request tickets to better gauge their users’ experiences. Support Specialists should know how to collect and relay this valuable input to the development team.
By understanding these critical components of the Kinetic Data platform, Customer Support Specialists can provide informed and efficient assistance to customers, enhancing their overall experience with the platform and the organization's services.
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