Elevate Documentation


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Overview


Attivio’s Elevate is a suite of apps (Elevate ITSM, Elevate HR, Elevate CSM) which empowers ServiceNow customers with timely, relevant answers at every interaction so you can provide smarter self-service support, increase call deflection rates, and improve key performance measures like mean-time to resolution (MTTR) and net promotor scores (NPS). The solution unites all knowledge bases and customer data under one intelligent, always-learning experience. 

Elevate includes four modules: 

  • Fulfiller Assist – Widget that embeds into the IT fulfiller or CSM agent workflow and uses natural language processing (NLP) and machine learning to suggest the Next Best Action your staff should take to address the issue and close the ticket faster. Intelligent search enables ad hoc natural language querying. 
  • Self-Service Assist – Service Portal widgets that replace the built-in search on your portal, uses NLP to understand user queries and intent, and applies machine-learning relevancy models that continuously learn and refine results to deliver the most precise answer, every time.
  • Connectors - Enrich the self-service, IT fulfiller or CSM agent experiences by drawing from the full wealth of corporate information, not just what’s stored in the ServiceNow knowledge base. Unify knowledge from across your enterprise, including Sharepoint, databases, cloud services, and more. 
  • Analytics - Understand the impact of delivering more relevant answers on your key support metrics using our built-in analytics. See which sources drive the most resolutions, track trending topics and popular searches and queries, gain insight into what topics need knowledge base articles, and much more.

 

 

Free Trial

Try Elevate

Installation

Elevate Installation
Get Elevate up and running in a few easy steps.

Documentation

Elevate ITSM

Elevate CSM

Elevate HR

Elevate Connector

FAQs

Elevate Frequently Asked Questions

Guides

Elevate Operations Guide

Tutorials

How To Add External Knowledge

How To Filter Self-Service Assist Content

Contact Attivio

To add connectors to third-party sources, contact Attivio.

For help and support, contact Attivio Support.