Thursday, 8th June 2017
Dealing with enquiries is an essential part of the service for most information centres. Our recent review of request tracking system, Quest, looks at how it can be used in that context as well as more widely.
As we noted in an earlier report, "Enquiry or query handling is often a fundamental part of the information service’s offering. However, it can involve unnecessarily convoluted processes and involve skilled team members spending significant amounts of time on queries which are regularly asked or which end users could solve themselves (with training)."
With this in mind we were keen to review Quest from Priory Systems, a request tracking system launched in 2015 with its most recent upgrade, version 11, launched in January 2017.
Designed for corporate information centres
Reviewer Scott Vine comments, "The product was designed in partnership with corporate librarians for use in corporate libraries, and typical users of Quest, unsurprisingly, fall within that group."
Scott sees Quest as a way to build a request knowledge base that's "quick and easily searchable".
He adds, "However, it is not hard to see Quest being adopted in any organisation where requests and the need for an easily searchable knowledge base would be advantageous to a business."
Find out more
Jinfo Subscribers can log in now to read "Mini review of Quest from Priory Solutions - keeping on top of enquiries" and find out more about areas such as the value it offers organisations, its competitors, reporting options and development roadmap.
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