Knowledge Management in SupportDesk (a guide to using the KnowledgeBase)

Transcription

1 Knowledge Management in SupportDesk (a guide to using the KnowledgeBase) The KnowledgeBase is a repository of problems with their solutions and associated keywords. Use KnowledgeBase records to provide quick solutions to reported problems where the situation has been previously recorded. The KnowledgeBase records can be updated from: a Call, where you can add a KnowledgeBase record. Clicking the Add to KBase button transfers you to the Knowledge Management Entry form with keyword, problem and solution text substituted. You can alter the fields and can further classify the Knowledge Management record using the topic and sub-topic fields. Click Add to KBase from within the call record. 1

2 Keywords will be automatically generated based upon the Subject of the call, these can be added to and edited. *It is good practice to ensure that keywords are relevant and concise, as it is this field that SupportDesk will scan in order to find relevant KBase articles when searching from within calls. The Subject and Solution are copied across from the call, and can be edited if required. Click OK to save. the KnowledgeBase main window After clicking on the KBase lightbulb icon in the ribbon, you will see the list of existing KnowledgeBase articles. You can view KBase entries by double clicking on them, or create new entries from scratch by clicking the Add a New Entry link. Click Add New Entry to create KBase records from scratch Click the lightbulb icon to access the KnowledgeBase database 2

3 If you find a KnowledgeBase record that is the correct response to your customer call, click the Raise Incident button.* The problem and solution are carried forward to the new Call. You then only need to complete Customer and Product details. *The Raise button will be based on whichever call folder you were in prior to finding the KBase article. If you were in the Problem folder, then searched for a KBase record, the button will change to Raise Problem, and will create a Problem record in the Problem folder. Click the Raise Incident button from within the KnowledgeBase article to log a call in the Incident folder. This respects the call folder that you were previously in. 3

4 You can reference the KnowledgeBase when interrogating a Call. Use the KBase link to list records that relate to the Call s problem. The KnowledgeBase will automatically filter based upon keywords entered in the Subject field, and match them to those on KnowledgeBase entries. Click the KBase link to search the KnowledgeBase directly from the call. Results are generated based upon keywords entered in the Subject field, matching with keywords in the KBase item. 4

5 If you find that this is the Solution to the issue, you can copy the solution across to the call using the Copy Solution button. This is then copied directly across to the Solution field on the call. 5

6 KnowledgeBase Entry form - full features recap. Keywords: Enter or amend the keywords of the problem. These are used to filter the KnowledgeBase records when they are shown on the Call form, KnowledgeBase tab. Records are displayed where there is a match between words in the Call subject and the KnowledgeBase keywords. Topic/Sub-Topic: Use these entries to classify the KnowledgeBase record so that it can be more easily selected later when using the Magnifying Glass Search tool. You may, for example, classify a record with a topic of Hardware and a subtopic of Printer. Solution: Detail any advice or technical tip that is a solution to the problem. This field relates to the solution field on the Call record. Archive: Tick if this KnowledgeBase record is no longer used. Customer/Product: Select from the dropdown lists if you want to classify the entry to relate to a specific Product or Customer. Problem: Describe the problem here. This entry relates to the subject field on the Call. If you create a Knowledge Management record from the Call, the subject is substituted here. Similarly, if you create a Call from the Knowledge Management record, the problem is copied to the subject field. Folder: Select the folder where the entry is to be stored. This will indicate the type of incident to which the item relates so it is displayed when relevant. Internal: Untick if this KBase record is to be visible via the WebServer to Customers. FAQ: Tick the box if the problem and its solution occur regularly. This causes it to appear in the Frequently Asked Questions section of Web Portal as well as the KnowledgeBase. Validated: If KBase entries are added by Support agents, it will require a Supervisor login to tick Validate on the KBase entry before it will appear in the list. URL: To make direct links to other web sites; for example, Click the URL label to access the site. Click OK to Save/Exit Mail to the KBase article to an address. 6