How to manage knowledge in a service desk
Written by Ronny Michelsen
For most organizations, managing knowledge is a crucial task in safeguarding the most important resource.
It often only sits in the heads of those who work in the organization, and we take the knowledge for granted as long as they work there, and you know who to ask if you need to know more about something.
But what happens if colleagues are sick, on leave or on vacation?
And even worse, what if they quit.
A lot of valuable information may be inaccessible or lost forever.
When you solve a task or a challenge, you acquire knowledge or experiential competence that is often new.
If you get the same challenge or task the next week, you remember the solution. It's not as easy 6 months later.
By storing descriptions of tasks/challenges along with the solution in a knowledge database, it becomes easy to look them up at a later time. The entire organization can then use this experience and expertise, and you can also make the solution proposal visible in other channels such as via chatbot, faq, etc.
Knowledge
In More Service, you can transfer knowledge to the knowledge database with a single click on the solution in a case.
You specify whether the knowledge article should be used for services aimed at colleagues or end users/customers – or both.
When colleagues work on cases, the knowledge database will continuously check to see if it has knowledge that could be useful.
A clear signal in More Service shows that one or more knowledge articles have been found that may be useful.
When knowledge that is useful in the case is presented, information from the knowledge article can be copied with one click.
This is a very valuable way to share knowledge between colleagues – especially for colleagues who work in different locations.
The knowledge database is built up through daily operational work. There is no need to do double work to populate the knowledge database.
This means that employees are more motivated to document better solution proposals in the cases they solve, as they know that this will be useful later.
Knowledge and self-help
More Service also uses relevant knowledge articles towards end users and customers in the web portal by:
– Registration of cases and orders
– Regular search for information
– Dialogue with chatbot.
This allows end users/customers to have their issues resolved immediately through self-help, while reducing pressure on support departments.
This way, caseworkers can spend their time solving more complex cases and issues.
The services are available to end users 24 hours a day, every day.
More Service is developed for all departments of the organization.