Knowledge Manager is a problem resolution and knowledge management solution that enables agents to find content, capture the customer issue, and trigger authoring and publication when a content gap exists. Knowledge Manager is used both in call centers and help desks.
Knowledge Manager uses the ATG Ticketing framework, which provides you with the ability to record and track customer- and transaction-driven inquiries and events received through call center, order placement, and similar applications. For detailed information on ATG Ticketing, see the ATG Ticketing User Guide.
