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Next generation service support for the Service Desk, Field and their Customers. |
| Have you ever wanted to have all of your departmental knowledge documented? The task seems daunting and probably not feasbile. But the benefit would be that you could be more consistent, systematically improve your operation and be better pprepared to handle specialized issues when key people are out, have left or training new staff. But what if you could be "knowledge ready" within a few days? Knowledge Collaboration makes this possible. WIthout extensive training or preparation, your team simpy captures current questions or known facts in a format suited for crowd-sourcing. By having many people co-create functional knowledge content, it becomes easy for designated people to finalize the knowledge artcile. For support teams, this is a must have but even for regular departments, it will become a must have once you have used it. The following overview shows the total number of articles, subtotals grouped by their Service assignment and then a listing of the top viewed/used. The orange marker indicates the article can be completed as a first call resolution. |
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Expanding from insights learned within ITIL and KCS, we are pleased to introduce Knowledge Collabration and we also have a mobile version. |
| When people provide content, it is important they receive credit for doing so. This is gamification in some ways, but more importantly is shows who has contributed useful knowledge to the organization. | ||
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A soft point is provided for each new article and comment. However, these are later graded and can result in negative points for incorrect or redundant information.
Viewing points from this example on a cumulative basis over time shows:
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