Knowledge Management (Part 1)

The TOPdesk knowledge base is the Wikipedia of your service management. Questions such as ‘how do I reset my password?’ are easily answered without the help of an operator. With knowledge at the ready in TOPdesk, both customers and operators will be able to find that key piece of information necessary to solve their calls. The more knowledge items that are added to the knowledge base, the more calls can be solved in a click. Part I of the Knowledge Base tutorials contains the following videos:

• How to use the Knowledge Widget in Incident Management

  This video shows how the knowledge widget can be used when handling incidents. When handling incidents, operators can use the search function in the navigation bar to look for a specific knowledge item (KI). To make this even easier, you can use the knowledge item widget. This allows you to keep your incident tab open while you search for a knowledge item, copy its contents to the incident, and close your incident more quickly. 

• How to Apply Knowledge Item in Incident Management

  This video shows you how to pick and choose which parts of a knowledge item you want to apply to an incident. Incidents that match knowledge items completely, can be solved by simply applying the ready-made answer. This will fill the brief description, request field, action field and add attachments. In some cases, you may wish to use only parts of the knowledge item. If you would like to use specific parts of the KI to solve the incident, you can simply pick and choose the parts you would like to use with the knowledge item widget.

• How to make a Knowledge Item from a Call

  When a call has been closed, it can be helpful to add the knowledge from the call into the knowledge base. This will help you to fix a similar call in the future. This video will explain you how you can add a solution for a call easily into the knowledge base.

• How to Create a Knowledge Item

  This video explains how you can create a knowledge item in the knowledge base. Say your customers keep asking you how to fix the printer, or colleagues keep asking you how to solve a particularly complicated incident. Instead of continuously reinventing the wheel, you can share your wisdom once and for all by creating a knowledge item. This way, others can benefit from the information you share, and vice versa.