ATG Service is comprised of several different components. These components can be installed in a number of different combinations.
ATG Knowledge – Creates a knowledgebase of content with either structured content that is displayed as Knowledge solutions, or unstructured content that is associated with tickets and is viewed through an ATG Search content set.
ATG Self Service - Customers can search and browse for the information they need. They can also open tickets should they not find the required information.
ATG Ticketing – Service is integrated with ticketing. Solutions and documents can be linked to tickets. ATG Self Service allows customers to create tickets by escalating their problem to the call center. The Ticketing module is automatically included when starting Service.
ATG Commerce Service Center –An online order and customer profile management system that enables customers and customer service to communicate and complete orders created with ATG Commerce. For additional information on CSC, refer to the ATG Commerce Service Center Installation and Configuration Guide.
The recommended set up for ATG Knowledge and ATG Self Service include a combination of Agent, Management and Production servers, as outlined in the diagram below.
Note: The diagram below shows all of the components of ATG Service. Your installation may not include all these components.
