How a Self-service Knowledge Base Empowers Today’s Workers

May 22, 2017 | Post by Kim Crean | 0 Comments

SmartDesk Knowledge Base Articles

For nearly a decade, search engines were the preferred tool to connect workers with solutions to their technical questions and issues. Today, millennials are transforming how knowledge is received and used, and their adoption strategy is a clear indication for the future direction of knowledge bases.

In other generations within our workforce, we look at patterns and levels of technical aptitude, and no other generation has been as quick to adopt the self-service environment. They want information at their fingertips, and they want that knowledge to be robust, clear and concise.  Mirroring online threads, technology videos and open source troubleshooting sites, this generation of workers (and the next) are looking to do it themselves and be hands-on in their experience.

As a result, service desk providers recognize the need for transformative evolution in today’s digital innovation world.  By arming users with tools to troubleshoot technologies and applications on their own, service desk providers create a dynamic shift to self-service to empower today's workforce.

Leadership and IT professionals may want to empower their workforce by considering the following:

1. Straightforward self-help articles covering a wide range of topics

A user base with young professionals benefits from self-service articles that are easy to read and provide straightforward instructions to solve technical issues. There is no need to be an expert (or pull out the manual) for the entire operating system when a user has a simple inquiry. Articles that are easy to digest with basic language and visuals that allow the reader to follow along  builds confidence with the user to come back to self-service and use the knowledge base again.

Self-service knowledge bases should cover a wide variety of topics to accommodate readers using diverse operating systems, legacy systems and devices. To do so, the knowledge base must have the storage capabilities to retain old articles while constantly updating and adding new ones to stay relevant. Cultivating and maturing the knowledge base for self-service articles for both company specific and general content is critical to keep the user engaged.

2. Natural language searches and mCaaS capabilities

Knowledge bases no longer solely function as repositories of information. No longer is a knowledge base a library with the search engine through card catalogue. Natural language searches allows users to engage with the knowledge by typing in their stream of consciousness vs. Boolean logic.  A search for “Microsoft Office365, Outlook, Account Set-Up, Password”  now can be “How do I set up an account in Office365?”

Managed Content as a Service (mCaaS) platforms have the capability to improve results with every search. Over time, the system uses logic to recognize a specific user’s search trends, and can therefore better understand the user’s needs and provide more relevant, specific results based on preferences.

Imagine going to the library and having a selection of media at your disposal, based on your preferences, recent searches, and click throughs. This is what mCaaS can do-- which provides the user a faster, targeted experience as self service and also provides a smarter search through your company content for contacts that come through the service desk.

3. Content hosted in-house on a federated, secure site

A key differentiator of knowledge bases is the secure user experience. In traditional search engines such as Google, search results are hosted by infinite sources, making it very difficult to know where the results page links will take you. And once at the site, no one can be certain of its relevance or security. 

Effective knowledge bases keep up with today’s cybersecurity requirements by hosting all articles on their own site and ensuring all knowledge is federated, secure and updated in parallel with application enhancements and software launches. 

Why you should care: They save you money

Self-service knowledge bases are the future of independent IT problem solving. Placing the power of resolving technical issues into the users’ hands reduces service desk tickets, thus reducing costs and streamlining upgrade, migrating and moving processes. Given the new world order of BYOD and productivity anywhere, anytime--  any employee can tap into these solutions at anytime from a computer, tablet or mobile device.  This will increase their experience and confidence to tackle IT self-service issues, and get back to the business of your business. 

Support your employees and theirdiverse needs by investing in a service desk provider that offers self-service knowledge bases.

How much money can you save by moving to a self-service knowledge base model for your service desk? Go to the SmartDesk Solution Savings Calculator to find out. I invite you to ask questions or leave comments below.

The content and opinions posted on this blog and any corresponding comments are the personal opinions of the original authors, not those of CompuCom.

  • Kim Crean's picture

    Kim Crean

    Kim Crean is Director of Training and Knowledge for CompuCom’s Service Experience Management business.

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