5 Ways To Make Your Help Desk Knowledge Base Work

They say that knowledge is power and certainly worth remembering when you work in a helpdesk. Gone are the days of answering calls, turning calls on and off, and then assigning tickets to the right team.

The industry requires agents to be able to fix the problem themselves, and only in severe cases should tickets be assigned to a team of experts. why? It's cheaper for support companies who might have to pay extra for specialized equipment, and more efficient for users who don't wait 3 days for a problem with a 5-minute solution. Therefore, help desk service need motivating agents with the knowledge to solve problems.

Where do they get the knowledge from? Of course from the knowledge base! Depending on the contract and SLA, there are hundreds of different systems and procedures that agents must follow, all of which are impossible and inefficient to try to remember. Therefore, we have a knowledge base. To indicate the route we must follow and how to address the problems raised. Knowledge Base is an online library of documents or articles that you can customize and update as your supported services change. Due to frequent software updates, there are now applications that are only intended to update previous versions. Maybe not, but software updates and updates will happen regularly, and your knowledge base will evolve.

5 Ways To Make Your Knowledge Base Work Properly

1. Ask The Agent To Comment On The Item.

A help desk agent is an agent who gets all the information. A person who remotely accesses a user's computer and directly searches for problems. They are also people who are finding new ways to solve problems. That is, knowledge is with them. If agents find outdated or misleading information in their knowledge base, they need a way to comment on the steps and encourage them to add or edit articles. In some scenarios, agents may recommend deleting an item if it is out of date.

2. There Is A Knowledge Coordinator.

Having someone else to keep your knowledge database running efficiently is a great way to ensure that your articles are relevant, up-to-date, and easy to use. The coordinator must be an experienced agent to bring experience to the team through the knowledge base. Having an experienced agent as coordinator can give you perspective to create an easy to understand article. If you've never worked on a problem before, you may have trouble creating something that is easy to read. Experienced agents can create articles that include images and descriptive information.

3. Allow Agents To Write Articles Themselves

The agent is the agent that solves the problem. So it's actually a use of the database. Obviously, agents must be agents who write articles for each other. Have an agent create an article when they find a new solution for a common problem and send the new article to the coordinator for approval and publication. This must be standardized and all agents must obtain a copy of the template to maintain consistency when creating articles.

4. Make Sure That All Agents Are Using The Database, Always

Knowledge bases are not effective unless everyone is using them. Agents often experiment and think that they don't just use the database for simple queries. Process and service changes happen so often in the modern business world that skipping this article can cause phone agents to not take the right steps. In addition, the contents of the Obsolete Knowledge Base will be updated as necessary.

5. Include Only Relevant Information

Agents don't want to scroll through a large amount of information that is irrelevant here and now. The agent wants to enter the problem in the search field to view an article on how to fix the problem. Information that agents do not need should be filtered, and an experienced knowledge coordinator should be able to determine what is relevant. You should always include important information on what the agent has to do and optionally a screenshot, but a lot of junk will shutdown the agent.