Enterprise IT - ITSM/ITAM

Knowledge Articles

Effectively craft and maintain a complete repository of knowledge.

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knowledge articles

Overview

Reduce dependency, provide quick resolution, and promotes user satisfaction.

Craft knowledge articles, with the help of rich text, images, and embedded videos also ensures that knowledge articles undergo scrutiny by designated approvers, ensuring consistent quality control.

Use cases

Scenario:  

Users in the organization struggle with unengaging text-based knowledge articles, hindering effective knowledge acquisition.

Approach:  

  • Implement user-friendly interface for rich article creation. 
  • Enhance knowledge articles with multimedia integration like image and videos. 
  • Integrate visual elements like workflows and process flows along with the text.

Scenario:  

Users frequently report that they can’t find relevant information in the knowledge base, leading to repeated incidents and dissatisfaction.

Approach:  

  • Analyze user feedback and incident reports to identify gaps. 
  • Assign authors to fill identified gaps in the knowledge base.
  • Implement a feedback mechanism for users to rate article helpfulness and suggest improvements to existing content.

Scenario:  

Technicians face challenges in resolving complex incidents due to limited troubleshooting resources.

Approach:  

  • Enable direct access to knowledge articles from incidents.
  • Implement incident-driven knowledge recommendations.
  • Encourage technicians to contribute new articles based on resolved incidents to expand the knowledge base.

Benefits

Self-service

Empower end users to find solutions to their issues independently.

Consistency

Promote consistent best practice sharing & troubleshooting steps.

Satisfaction

Enhance user satisfaction through timely & effective solutions.

Compliance

Ensure standardized procedures across the organization.

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