Engaging with Teams

[RogueFader]

Hi, I was steered to asking this question in this forum. So I've been given the knowledge process to manage, and I'm totally inexperienced with this, other than known errors as part of running Problem.

One area I want to look at is seeking greater engagement from teams- in particular linking KBs to incidents where they are used to assist, also flagging where there are knowledge gaps, as well as creating more knowledge.

What barriers have you had when seeking 1st line teams engagements regarding utilising the knowledge base, and linking KBs to incidents? So far, I've only had people stating it takes too long to search for the KB.

I have noted we do have a lot of published KBs where the valid to date have expired or KBs where the view count is so low, I wondered if the org wanted quantity over quality, so I've got a lot of house keeping to do and controls to apply.

Thanks

[Leri Andrews · Accepted solution]

Hi

Do your agents use a workspace?  It's easier to find the knowledge and attach it 'the right way' where is records as a use.  Then you can report on most used articles and shout-out the teams that are working the right way. If the teams are driven by CSATs and SLA completions then there's not much incentive to manage knowledge.  If you add some simple knowledge KPIs and recognise the people who are doing well then hopefully that will help.

 Good luck

Leri

[RogueFader]

Hi Leri, I think workspace is so much better from my point of view, however the org I work for don't push the use of this and are just using standard SN. I believe there were some KPIs before I was thrown into this, although I think the whole process needs a review. 

[JamesLyleYoung]

Have you looked into the Knowledge-Centered Service methodology, at all? 
We are in the beginning stages of implementing KCS, to solve these same issues. 
https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide/020/010

[RogueFader]

Hi James.

I have looked at KCS in our UAT environment, and to be honest the only difference I can see is that rather than having a box in the resolution field saying "Create New Knowledge Article", it has a link to create a knowledge article. Despite reading about KCS and loop process, I can't see the difference.