Knowledge Base Structure for anyone to assist

An open discussion on issues related directly or primarily to the service or help desk.
Post Reply
User avatar
Posts: 1
Joined: Wed Aug 30, 2017 8:00 pm

Thu Aug 31, 2017 8:49 am


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!

Post Reply