“An investment in knowledge pays the best interest.” –Ben Franklin
The future is not what it used to be, even when lockdown restrictions ease, businesses will need to figure out how to operate in new ways. Resiliency—the ability to absorb a shock, and to come out of it better than the competition—will be the key to survival and long-term prosperity.
One place to start is with what you already have, with the tools that you’ve already invested in. So we’re posing this question; as an IT professional, have you been putting your finger on the pulse of your Service Center?
- What are the types of requests for the service they are receiving?
- What can be deflected with better Knowledge Management?
- Who can assist the overwhelmed Service Desk Agents, not just a body manning phones but implementing ways to reduce requests & incidents?
Keeping it simple, let’s target three things you can do today to get your User Community, Service Desk Agents and upper-tier support teams engaged and more productive.
1. Make a commitment to using your Knowledgebase
You’ve already invested in the ServiceNow platform and chances are you’ve spent weeks (months, years) populating your Knowledgebase with articles and links. But, go all the way back to the start and ask yourself, does your User Community know how to access the Knowledgebase? Because if they don’t know how to access it, how often it get’s updated, how to search in it, how to flag articles, or ask questions, then the investment is for nothing.
Other key factors to consider when making a commitment to your Knowledge management;
- Expectations for your User Community prior to engaging the Service Center should be reiterated. Your Knowledgebase should be a tool to streamline processes and allocate resources efficiently. Draw a process diagram or even a screenshot of your portal with highlighted links, of what they should do or check prior to calling.
- If you haven’t created expectations, this is a great time to do so. People want to help and having them reviewing a Knowledgebase prior to calling will certainly deflect a percentage of the calls. The percentage of the calls being deflected is up to you. Well-written, pertinent articles will greatly increase the calls deflected, as is encouraging your Users to use them.
2. Review current articles for the validity of content and context
When was the last time you reviewed your Knowledge Articles? If you can’t answer that question, it’s been far too long.
Reviewing articles is a great way to keep your 2nd and 3rd tier support folks engaged. Have them review the more complex articles to learn about your business processes and resources as well as keep them engaged. Alternatively, having Service Desk Agents review articles is a great way to get them off the phones or chat lines while still keeping them working. Chances are they know a lot of the answers anyways from answering the phones!
3. Review requests & incidents coming into the Service Center daily
Target the articles that will offer the greatest chance of request or incident deflection. How do you know which are most impactful?
To start, you need to look for trends by reviewing the Service Desk metrics. The trends will change daily, sometimes within a day. Keep your finger on the pulse. Based on those metrics, create, review, and update the appropriate knowledge articles.
Within the articles, there are flags to watch for; Are the knowledge articles addressing the trends? If so, how impactful are they? Are the Users responding to the question of “Is this helpful”? Can you adjust meta words to ensure Users are being directed to the right article? Do Service Desk Agents know which articles to point callers to?
Reducing stress for your Service Desk team, re-engaging your upper-tier support teams for direct support, and increasing productivity of your User Community by putting the answer in their hands will help everyone.