BMSC 1st Week KM and Call flow

is the central repository, and search engine for the most accurate mobility service knowledge and solutions needed to support the customer!

• Clarify

• CCKM/KM knowledge tool

• Telegence

• AssistEdge

Answer explanation

Knowledge operates like a modern Internet search browser. This intuitive tool uses artificial intelligence (AI) and machine learning to create smarter and more efficient search experiences for you. This means you can find the information you need faster and easily.

WHEN SHOULD I USE CUSTOMER CONNECT?

• Every day

• Every call

• At my house

• Every time

What I can Effectively (a)   and locate relevant content in Customer Connect?

Using the __________ ______ ___, I can look for information like a modern web browser by entering the exact name of the article or a logical combination of keywords to narrow down my search to the exact article I am looking for.

• Bookmark option

• link center

• knowledge search bar

• assist edge

You can SORT the articles in KM by:

• Date

• Relevance

• User ID

• Alphabetically

Each link selected will open in a new Tab at the top section

• False

• True

What are the things I can perform in Customer connect aside from looking for information, processes and procedures and flows? (select all that apply)

• Share an article (at the top of each article)

• Bookmark my to go content (blue star inside customer connect)

• Look for information using key words

• Look for information by user ID

• Filter information by Line of business

Filtering and sorting do the same action in Customer connect knowledge management/KM

• False

• True

L___ C_____ provides a list of commonly used resources associated with my organization and channel (e.g. launch tools and systems standalone)

• Link customer

• Live Cystems

• Lime Charly

• Link Center

Its highly recommended, in fact I must bookmark my favorite articles in the web browser, not inside KM

• False

• True