Knowledge Management (Part 3)

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 III of the Knowledge Base tutorials contain the following videos:

• How to use a KI as a news item

  This video shows how a knowledge item can serve as an announcement in the self-service portal. If the main elevator has stopped working, you can inform both customers and operators by creating a knowledge item and making it available as a news item. This news item will then be visible on the self-service portal homepage under the ‘News’ section, and/or on your operators’ dashboard.