Linking Knowledge to Support Tickets
Linking knowledge and other Content to Support Tickets
Are you Linking Content to a Support Ticket?
Did you know that it can be a document or a knowledge article? Linking ‘any’ knowledge to a support ticket creates a critical feedback loop for us. It provides valuable insights into opportunities, as well as measurements. We have not yet made it a mandatory process yet. HOWEVER, We need and want this to become the norm’ for you during your support workflow. Try it!
How can YOU help?
We have the capability to Link knowledge throughout the lifecycle of the ticket (not just at Resolution), however, we should make sure we link before resolving the ticket completely. Note: Not EVER ticket will require a link. Do not just link for the sake of linking. Link knowledge when it adds value, not just to check a box. It should be helpful!
How do I link
- Use the Knowledge Capture app (on the right side when you are in a support ticket)
- Use the Search- to search for an article or a document.
- You can view the article in the ticket view or you can view it on the page view.
- Use the link icon to link the article or document to the Support Ticket.
When to Link:
- When an article, document or issue is used to Solve the problem
- It Benefits the customer
- It helped in your research for the support ticket
- Provides knowledge for you and the customer
When NOT to Link:
- The article doesn’t cover anything with the support ticket (doesn’t help)
- The article wasn’t really used to help support the issue
- Is being used to just to close (doesn’t match the issue of the ticket)
Link content when there’s real value in the connection. The goal is to build intelligence around support tickets (What documentation helps, Where gaps exist, what could have been deflected).
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