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. 

[linniesea]

Hi Gossi123,

I originally marked your contribution as helpful, but then I clicked on orthodontic-like tags. Orthodontic goes to a page advertising Orthodontic pliers, which is not related to KBs at all, and wondered if you'd like to comment on why you added that link, which is against the rules? 

Or Is there something going on in SNOW where someone else is able to add links to people's posts? I did submit a complaint because I don't like to be subjected to links that don't help me but might help you get paid. On the other hand, if you didn't add this, you are warned that you need to talk to the community managers and get it fixed.