Knowledge Management (Part 2)

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 are added to the knowledge base, the more calls can be solved in a click. Part II of the Knowledge Base tutorials contain the following videos: 

• How to Structure a KI

  This video shows how you can structure a knowledge item. To make the most of your knowledge base, knowledge items should be easy. If a customer would like to reset their password but does not find or understand the knowledge item, they might still pick up the phone to call an operator. In this video, we explain how you can create clear, and easy-to-use knowledge items. Some other tips include the use of keywords and comment section.

• How to Structure a Knowledge Base (KB)

  This video explains how to structure a knowledge base. A knowledge base can contain thousands of knowledge items. Some customers will find the information they need by using the search function, but others may use navigation. By creating a hierarchy based on parent items and child items and hiding irrelevant information, you can help customers find the relevant knowledge item.

• How to move a KI in the KB Structure

  This video shows how you can move a knowledge item to a different part of your knowledge base, even after it has been saved. If you saved a new knowledge item under the wrong parent or need to restructure (a part of) the knowledge base, don’t worry! Using a cut-and-paste system, knowledge items can be moved where- and whenever you need them to.

• How to make KIs available in the SSP

  This video explains how to make a knowledge items available to self-service portal users. You may not want all information available to all customers. For example, a knowledge item about a network issue that requires approval before it can be solved, is perhaps only useful to operators. Using the availability option, you can determine which knowledge items are visible for a customer (group) or operator (group).