Knowledge Base Best Practice Features-Help Desk Institute

If you are looking for a knowledge base for your help desk or customer service software, consider these features:

Knowledge Base Record Spelling and Grammar Checker

This provides for a spelling check on all proposed knowledge base records to maintain the usability of the knowledge base software system.

Knowledge Base Record Action Notification

As knowledge base records moves through the approval process, designated approvers are automatically notified via email.

Knowledge Base Source Tracking

Defines the source of the knowledge base record such as a service group and agent. This is used to measure who is creating knowledge base records.

Knowledge Base Record History Field

A knowledge record history field keeps a permanent record of all changes to the record as well as who did the change as well as the date and time of the change.

Search Scope can be Widened or Narrowed

If the knowledge base search results are not satisfactory, you can widen or narrow the search scope to generate new knowledge base records without having to start the search from the beginning.

 

Here are two great White Papers on the topic:

https://www.givainc.com/white-papers/customer-service-best-practices.htm

https://www.givainc.com/white-papers/help-desk-best-practices.htm

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms