New Feature | workflow article
A buzzword that's been going around for quite some time is "Knowledge Management." The idea is that subject matter experts can write down what they know in knowledge articles and transfer their knowledge to somebody else. But here's where organizations are getting a little confused – transferring knowledge isn't the ultimate goal of knowledge management. Writing down everything you know so that somebody else can read a bunch of information isn't really what managers and executives want.
New Feature | workflow article
Your customer support knowledge base has two main purposes: Deflect support tickets. Decrease ticket escalation from your tier 1 support agents to your tier 2 support agents. If it's not doing those two things very well, then you may have this problem...
Six months ago, the ScreenSteps team received several support tickets for setting up Single Sign-on (SSO). These tickets required phone calls or lengthy back-and-forth emails before finally being resolved. Now, we love helping our customers, but our team was frustrated that our self-help documentation was falling short for this particular operation. Admittedly, SSO can get a tad complicated—even I shuddered a little when I had to get involved with SSO troubleshooting—but isn't the point of self-help documentation that customers can perform tasks on their own without involving support? Even though we had very detailed help articles for setting up SSO, apparently those articles weren’t very helpful to the majority of customers who were setting up Single Sign-on. What was going on?
We are getting ready to release an update to the ScreenSteps template.
