Knowledge Base Structure for anyone to assist

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JoeyC
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Knowledge Base Structure for anyone to assist

Post by JoeyC » Thu Aug 31, 2017 8:49 am

Hello,

HELP!!!! I was tasked to create/build a knowledge base that anyone with 15 mins of training can sit down and assist all our employees with there various IT problems. We are a semi-large company that has over 6000+ employees. We support at least 2500 of those with various technical issues, non-technical issues, request management, home grown applications, remote access via VPN and VDI. etc....

Does anyone know if this is feasible? Meaning - take "Mary" from accounting, sit her down train her on how to use the phone/ACD system, Ticketing system (Service Now) in 15 mins and she will be able to handle any call that comes in.

I would love to hear your feedback on this! Thank you for taking the time!



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