Types of Knowledge articles used in the organization

[Garima26]

We currently have three types of knowledge articles -

• End user KB - General information, FAQs and simple technical instructions which can be followed by an end user on their own. (We have separate KBs for an application having different issue statements)
• Support reference - Reference article for Service Desk which contains steps which an agent can use and help the user, support scenarios to route to 2nd/3rd level (Only one reference article for an application/service)
•  Application team Kbs - KBs used by L2/L3 teams. Eg - Technical SOPs etc.

Problem - When an agent searches for a knowledge article at the time of incident handling he has to struggle a lot in finding the right knowledge article as there's no info in the 'Support reference KB' to help and there are a lot of other public Kbs for that application (eg. Outlook) to browse through. 

Hence, does having reference to all these end user Kbs in the support reference article for that particular application is the way or there are other ways to improve this.

I would love to hear some suggestions if you're also facing the same challenge. 

[jpalvarez80]

Hi Garima26,

Try to implement Taxonomies and topics, and create the relation for the topics to the KBs and their Categories. Also if your agents have access to the employee center, guide them to make the search in the EC and not in the Knowledge homepage. That worked for me with the KB layout that I have.

There you will also get access to the Virtual Agent and use it as a search helper (remember to configurate the VA to look in the KBs).

[Keryn]

Hi,

My team also supports a team of help desk agents. We're using Agent Workspace UI. While in the case > interaction ticket, agents can see KBAs (from at least four different knowledge bases) related to the short description topic show up in the AI suggestion list.  However, we only want them to go to the help desk agents first as their main source (as the ticketing instructions and specific details about the IT environment, etc, are in their articles). 

Our help desk KBAs will reference end user (self-service) articles as a secondary source of information for their tickets when we have put step-by-step instructions that end users are expected to be able to make on their own or with assistance (so we don't duplicate those steps in other articles).
 
In order for the help desk's KBAs to stand out more in the search results, we have added an icon to the left of the article's title (in the short description field).  (We've used an HTML character code icon so we don't have to upload an image for each KBA.)

[Leri Andrews]

I agree with the other posters. Your desk agent should use the suggested articles in agent workspace which can show their own view and the view for the caller.  if that's too clunky, then get your agents to use the portal like a customer.  Use the 'related articles' functionality to collect related articles in the page widget, but also make sure you are categorising articles correctly and using the search filters effectively. 

[gossi123]

Thanks for sharing your concerns about the challenges your agents face when searching for relevant knowledge articles during incident handling. At our organization, we've implemented a solution that might be worth considering. We've created a centralized knowledge base that houses all of our end-user KBs, support reference articles, and application team KBs. To make it easy for agents to find the information they need, we've implemented a robust search function that allows them to filter results based on categories like application, issue type, and user role. Additionally, we've included orthodontic-like tags that allow agents to identify the most relevant articles for their needs quickly. This approach has dramatically improved our agents' efficiency and reduced the time spent searching for the right knowledge article.