I’m happy to notify you that SCUtils Knowledge Awareness now supports a new HTML5 self-service portal for Microsoft System Center 2012 R2 Service Manager. This new feature dramatically helps organizations that have already deployed the HTML5 self-service portal.
As many of you already mentioned, a new HTML5 self-service portal now has very limited search engine. I hope that Microsoft will solve that but currently the portal search doesn’t use a full-text search in the body of knowledge articles and end user often cannot find the published information related to their requests.
SCUtils Knowledge Awareness is using a comprehensive search mechanism including a full-text search to find related knowledge articles in the SCSM knowledge base and email their direct portal links to affected users.
This solution significantly simplifies the process of obtaining relevant information to resolve incidents by end users. SCUtils Knowledge Awareness helps Service Desk’ staff better utilize collected knowledge base and improve KPIs by cutting the time required for the incident resolution.
You can get more information and download the solution here.