USU Enterprise Service Management

Smart Link is a software solution designed to facilitate efficient and effective IT self-service management. The product caters to small, medium, and large enterprises, serving the needs of IT professionals, help desk technicians, service desk managers, IT managers, and various industries including finance, healthcare, retail, and manufacturing.

Key Features

Self-Service Portal: According to the vendor, Smart Link offers a user-friendly portal that enables employees to access IT services and support. Users can search for knowledge base articles, submit service requests, and track the status of their requests.

Automated Ticketing: The vendor claims that Smart Link automates the process of generating tickets for IT incidents and service requests submitted through the self-service portal. It captures all relevant information from users, ensuring accurate and complete ticket creation and reducing manual effort for IT staff.

Knowledge Base Integration: Smart Link integrates with a knowledge base, providing users with self-help resources. It allows users to search for articles, FAQs, and troubleshooting guides to resolve their IT issues. Additionally, it serves as a centralized repository of knowledge for IT support teams to create and maintain articles.

Incident Status Updates: According to the vendor, Smart Link sends automated notifications to users regarding the status of their IT incidents. This feature keeps users informed about the progress of their tickets, updates, and resolutions, minimizing the need for users to follow up with the help desk for status updates.

Service Catalog: The vendor claims that Smart Link presents a catalog of available IT services within the self-service portal. Users can request services, access detailed descriptions and options for each service, including associated costs or approvals. This feature streamlines the service request process, ensuring users have convenient access to the services they require.

Chatbot Integration: According to the vendor, Smart Link integrates with a chatbot to provide users with automated assistance and support. Leveraging natural language processing, the chatbot understands user queries and provides relevant responses. This conversational interface allows users to interact with the chatbot to resolve their IT issues.

Mobile App Support: The vendor states that Smart Link offers a mobile application, enabling users to access IT self-service features on their smartphones or tablets. This mobile app provides a convenient and accessible way for users to submit requests, search knowledge base articles, and track ticket status, enhancing user experience and flexibility.

Multilingual Support: According to the vendor, Smart Link supports multiple languages to accommodate users from different regions and language preferences. Users can select their preferred language for the self-service portal and knowledge base, improving accessibility and user experience for non-native English speakers.