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Case Management


Complex case management? Simple handling.

The customer cases that make it past your automated processes and self-service channels to reach your agents are the complex and unpredictable ones. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an unscripted turn. Traditional agent tools can't handle the increasing complexity efficiently. For organizations of all sizes, KANA Case Management can!

ScottishPower achieve great results in contact Center with KANA Agent Desktop

Manage unpredictability with Case Management

The increasing unpredictability of customer service inquiries and the need to draw on a diverse set of resources to resolve them leaves agents unprepared to resolve many situations effectively. In practice, agents have to copy and paste information across applications, resort to handling situations offline, and rely on complex instructions and notes to do their jobs. Not only are these procedures inefficient—leading to increased call times and customer wait times—they open the door to inaccuracy and error.

KANA Case Management software solutions solve these difficulties by guiding agents through service processes. The information and options relevant to the context of the interaction update dynamically in the user interface, enabling agents to progress customer requests quickly and accurately toward resolution.

KANA Case Management

KANA Case Management allows agents to manage structured and unstructured customer service processes in a more transparent and auditable way. It enables agents to access knowledge and case-relevant resources without exiting from the case they are handling. It does not require all knowledge to be coded in during the design phase. To manage unpredictability and ensure efficient case handling, KANA Case Management provides:

  • Adaptive Processes
    • Agents can change or switch processes as required by customer interaction. Customers are no longer forced through a pre-determined process but can instead be serviced intuitively. Customer conversations don’t follow predetermined sequences and neither should the service process—one-directional processes hinder customer experiences from progressing naturally and comfortably. With KANA Case Management, agents can transition between processes as the conversation with the customer progresses.
  • Adaptive User Interface
    • The UI morphs as the context of the conversation progresses. There is no longer a need for the dozens of on-screen tabs since the agent is only presented with the information and options relevant for the work at hand. This reduces desktop clutter and, with it, impediments to smooth service.
  • Adaptive Knowledge
    • The knowledge needed to resolve customer problems is presented to the agent in context of the request itself. Agents no longer have to exit their desktop to search for information or flip through manuals. Service is faster and more accurate, and the agent experience far more satisfying.

Be confident in the face of unpredictability

KANA Case Management enables agents to take each call with confidence and ensure best-in-class customer service experiences. Rather than focusing on training costs, empowered service managers can now focus on customer satisfaction. KANA Case Management is fueled by an adaptive desktop and by knowledge-infused processes that make every agent your best.

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