HEAT® Self Service
Significantly Reduce Call Volumes

Increase service desk productivity by reducing the flood of routine technical issues to your support center. With HEAT Self Service, customers can search the knowledge base, submit a new service issue or check the status of an issue - without adding to your incoming call volume.

Benefits
Reduce call volume
Minimize pressure on technicians
Increase staff productivity
Provide realized call center savings
Boost customer satisfaction

Features
Lost password retrieval - Enable customers to quickly and easily reset lost passwords.
Session tracking - Learn how your customers use your knowledge base and with
what frequency.
Reliable, up-to-date information - Give your support technicians a head start on
resolving issues. HEAT Self Service
logs and tracks your customer's search criteria and articles accessed.
Personalized customer service - Integrate information from HEAT Self Service with
HEAT to get a complete view of customers' or employees' interaction with the
support center.
E-mail confirmation - Automatically notify customers that their issue has been logged
on the Self Service Web site and provide a hyperlink to their issue for tracking.
Service level classification - With request prioritization based on their service level
agreement, customers can use a Web connection to log on and start immediately.
Customized look and feel - Tailor the user interface and the content on your HEAT
Self Service Web pages to the needs of your customers and employees.

Request Further Information on HEAT Self Service

System Requirements
Environment
Microsoft Internet Explorer® 5.52 SP2 or higher
Netscape® Navigator® 6.0 or higher
Microsoft Internet Information Services (IIS) server 4.0, 5.0 or 6.0
100 MB network connection (recommended)
Intel® Pentium®  III, 700 MHz, 128 MB RAM (minimums)

Operating System
Microsoft® Windows NT® 4.0 Server SP6a
Microsoft Windows®  2000 Server SP3 or higher
Microsoft Windows ServerTM 2003