Knowledge management

Topic 09 · Service Desk Fundamentals

Knowledge management

The knowledge base is what lets one person's solution help everyone. Using it well, and feeding it back, is one of the highest-leverage things an agent does.

In this topic

1. 01Finding & applying an article1 min
2. 02The capture-reuse-improve loop (KCS)1 min
3. 03Writing from a resolved ticket2 min
4. 04Flagging bad articles1 min
5. 05Guiding users to self-service1 min

What you'll learn

• Find and apply the right knowledge article during a live ticket.
• Write a clear article from a resolved ticket that a colleague could follow cold.
• Flag outdated, missing, or wrong articles instead of working around them.

Coming soon