Serviceware adds KM to Remedy's Help Desk
Serviceware (Oakmont, PA) and Remedy (Mountain View, CA) have agreed to develop a special version of Serviceware's Knowledge-Pak, which automatically integrates with Remedy's Help Desk Version 3.0. Remedy users can install Help Desk, then the Knowledge-Pak Desktop Suite, and the integration work is automatically done. The combined system will give help desk staff access to solutions for over 30,000 questions, problems and error messages, including full descriptions, causes and step-by-step solutions. "Our customers require the quickest, most reliable solutions so they can easily maintain them in a living knowledge base," said Matt Miller, Remedy VP of marketing. Adding Knowledge-Pak "makes them more competitive, lowers their support costs, and improves productivity across the board." "We're excited to have such a strong distribution channel available to ServiceWare," commented Suzy Nicastro, Serviceware's VP of marketing, citing Remedy's strong direct sales force and product partner program. Remedy Help Desk Version 3.0 starts at $9,500; ServiceWare's Knowledge-Pak Desktop Suite starts at $5,000 for a 5-user license.