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 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).
How to use a KI as 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.
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 specific knowledge items. 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 KI 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.
