How to capture help desk knowledge
Posted by Hoyt Mann on Sat, Aug 04, 2007 @ 10:03 PM
How to capture help desk knowledge!
When trying to encourage your help desk agents to utilize and populate a Knowledge base, there are some key tools and processes you first must put in place.
1. You must invest in a tool that will make adding to a KB easy. Optimally, adding to a Knowledge Base should be an integrated function of your help desk Incident Management tool. Taking this extra step after an incident is resolved is hard enough without having to open a different application then copy and paste incident information.
2. You must put a process in place at the help desk to utilize a knowledge base when trying to resolve an incident. If people do not see that the time and effort they expend adding to a knowledge base is valuable they will stop.
3. Give bonus points or extra credit to help desk agents that add to the knowledge base or utilize a knowledge base article to resolved an incident.
These are just a couple of things that can be done to help capture that knowledge that is trapped in your agent's heads.
Thank you for reading our blog. Leave comments and don't forget to use the social bookmarking widgets to spread the news!