How can you improve the service desk knowledge base?

To improve a service desk knowledge base this step should be followed. 1. Keep it up-to-date. 2. Categorize and tag articles. 3. Optimize search functionality. 4. Use clear formatting and visuals. 5. Gather user feedback. 6. Add contextual links. 7. Ensure mobile accessibility. 8. Support multiple languages. 9. Train staff to use it effectively. 10. Monitor analytics and adjust content. 11. Implement automation and chatbots. 12. Promote it to users. 13. Integrate with other tools. 14. Maintain content quality. 15. Establish governance. 16. Personalize content where possible. 17. Regularly audit and clean up. 18. Encourage collaboration among support staff. “Update your service desk knowledge base regularly for user satisfaction.”

In my experience of growing a knowledge base system from 50 articles to well over 1000 in two years. Consistency and a review process in place is key. Reviewing articles every quarter as a team excersize is a very good way to knock out 250 articles in just two days.

Ensure that the knowledge base is regularly updated with the latest information, solutions, and frequently asked questions (FAQs). It's also crucial to integrate the knowledge base with our service desk ticketing system. This integration enables support agents to conveniently reference articles while assisting customers. Lastly, don't forget to conduct periodic audits of the knowledge base to pinpoint outdated or inaccurate information and take appropriate action, whether that means removal or updating as needed.

Authoring Standards and utilize customer language. Customers can have their own jargon and terminology which they will use when searching KBs for solutions and improved workflows.

1. Keywords are KEY in order for agents to find needed information quickly. 2. Accepting feedback on articles from frontline agents. 3. Collaboration with SMEs on a regular cadence for documentation review in order to keep knowledge fresh and up to date

Create an open-source approach to your knowledge base systems. Allow your employees to submit articles of their own for review by a small team of editors. This way, you can reduce costs by allowing the people who use the systems most frequently to present articles that actually matter to them and can help them. As leaders we see things from a high level, so systems access, where to click, and nuanced details like that sometimes escape us. You reduce costs by reducing the number of dedicated KB Admins on your team, but you increase the knowledge in the KB because you're outsourcing the majority of the work to the people who actually use the systems they're writing about.

Each company should publish their contact information at the top of the website or app. Also, the first item in any menu should be: press (1) to speak with an agent or press (2) to spent 10 minutes navigating through a menu of questions, which will undoubtly not include your issue.

I use data analyses to optimize our knowledge base. Specifically, I was able to see what key words our users were looking for the most in our help center and if we didn't have an article for it then I would write one. If we didn't have the functionality what they were looking for, then I submit that to our product team for consideration and them post in our community, letting them all know that our product team is considering the new functionality.

Lately I've seen interesting approaches to information and learning through Second brain tools such as Obsidian, Notion or Roam research, knowledge bases should try channeling the way we, as the IT team, input our knowledge base in a more specific yet not overwhelming way, concise and brief so others can also upgrade it and improve it, part of the second brain practices include distilling the info so the final product can work as a simple infographic that the end user can access and understand it, this should become part of the IT management, especially when it comes to supporting IT.

Solicit Customer Feedback: Encourage customers to provide feedback after support interactions. Use this feedback to continually improve your support processes.

Soliciting and implementing feedback is critical, 9/10 a user will continue to use older methods when new technology is available due to pitfalls and lack of supporting articles or documentation in your knowledge base.

Using feedback from different subject matter experts to tweak the knowledge base will ensure that the content is more broadly relevant.

if the Service Desk knowledge base is connected with other knowledge islands of the organization, such as the help desk knowledge base, the customer knowledge base, the supplier knowledge base, the documentation base, etc., it will be more efficient and effective and will help the experts of this department to Get the right result in the shortest time. In this regard, based on the experience of consulting knowledge management in a part of 100 organizations, I suggest that the organization have only one centralized knowledge base connected to the organization's knowledge islands so that users can be fed with knowledge from only one source.

Exposing knowledge base and service desk metrics via Bi reporting raises areas where ways of working need to be tweaked, and certain staff need more training etc. If a certain department or even user group are logging the same type of support tickets frequently it raises a flag that more investigation is needed. It might be that training is needed, or that the knowledge base is outdated, or that new users get onboarded without being given guidance on where to find relevant training, or that there needs to be a culture shift in certain departments. The reports will clearly show where changes can be made.

None effort, tool, measure or procedure can exist anymore without analytics and data insights. That wouldn't be different for Knowledge bases, FAQs, QnAs and others: - Tag it. - Track it. - Measure it. - Act on it. - Repeat.

Implement machine learning and A.I. protocols to promote and recommend Knowledge base articles to users based on triggers. (I.e. system location, keywords, etc) Once this is ironed out, implement to end users and customers to reduce customer effort and contacts.

Support isn't just giving your customers a solution, it means you are here when they need support. Make sure they feel even if something goes wrong with their product or service someone is always their who can UNDERSTAND, FEEL, EXPLAIN AND RESOLUTION. Solution is available almost everywhere now, we live in a time where you can search for anything and will get the result but thats not support, thats call solution. Keep it in mind, your customers are looking for support and its not only the solution. UNDERSTAND, FEEL, EXPLAIN, RESOLUTION. Cheers, Jit

End users are all people with people-related needs. As long as we remember we are not just solving problems, but helping a person(s) to improve their ways of working, get over hurdles in their working day, get to grips with changes in technology etc. we will see a change.

Create the culture, where colleagues want to build on the existing knowledge base. Unique scenarios for incidents that have never been seen before should all have documentation added to the knowledge base as part of the closure of the ticket. Holding each other accountable to this standard is essential. Fostering this culture will also have knock on benefits to new joiners, or the ability to outsource processes