Quest organizes enquiry handling around four stages: request, resolve, report, and reuse.

Key features and functions include:

Request Tracking
Centralizes requests in a single searchable environment with visibility into activity, assignments, progress, and results. Individual views show each team member the requests they are responsible for.

Configurable Workflows and Workstreams
Supports multiple workstreams for different teams, each with its own workflows and communication channels. Workflows, templates, and reports can be customized, and event-based business rules automate workflow steps.

Prioritization
Flags requests for time sensitivity or value to the organization so that competing requests can be managed by urgency.

Collaboration
Allows colleagues to be added to a request and requests to be progressed and commented on from any location. Team calendars and working hours can be managed within the system.

Citation Bot
Retrieves request content from web-based resources using a matching identifier and returns answers or document links to requestors.

Time Tracking and Cost Recovery
Records time spent on requests and supports integration with billing systems. Costs can be reported, allocated, and recharged to projects and clients through tagging.

Knowledge Base
Builds a searchable, sortable knowledge base from previous requests automatically, including text, attachments, images, and metadata. Reply templates with images and links can be created and reused.

Reporting and Dashboards
Provides standard reports and configurable metrics on team capacity, service usage, and request activity. Real-time dashboards and custom reports can be generated on demand.