Knowledge Management


Knowledge Management is embedded into Astea's solutions and provides powerful and scalable enterprise search functionality for corporate content, across a network or on a portal, intranet or Internet site.

Delivering single-point access to enterprise-wide data collections; full-text searches can be conducted quickly and easily across disparate data sources, from a single computer to corporate networks, intranets, extranets, websites and portals, improving knowledge retention and sharing across the organization.

Leverage Your Knowledge Assets to Deliver Superior Customer Service

Astea Knowledge Management solutions provide advanced functionality for entering queries and results navigation to help users quickly find the information they need. They provide user-friendly access to a vast range of information, including product manuals, technical support documentation, maintenance histories, repair notes, announcements, and much more. Knowledge Management also provides organizations the capability to share of all sorts of information, improve problem resolution times, and improve the quality of decision-making across an organization.

Astea's knowledge management tools include repair statistics based on problems identified, question trees where a series of questions and answers to be defined and asked to arrive at a solution. They also feature a comprehensive knowledge base which allows access to work orders, troubleshooting guides that reside in a local shared directory, websites for internal or external sites, the product table and resolved cases. This information is also available to the customer via a customer portal to enable customers to enter their own work orders, installs, check the status of work and register warranty information.

Solution Capabilities


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