I am big fan of this community and follow the comments by the brilliant KMers from around the world.
I am writing to get your valuable suggestions on effective knowledge capture in a Service Desk setup.
This question is specifically for the on-boarding phase knowledge capture (initial kb setup).
We are creating a tech support desk for a client. As a part of this I will be taking over clients knowledge capture to help triage calls and issues. As part of the initial knowledge capture, I want to make sure that no clutter is created. There is a lot of information obtained in raw form, just want to separate chaff from the grain.
I want to create a KB which is useful and avoid creation of unwanted knowledge as much as possible. How do I go about it?
Just to give an idea:
I am thinking as below:
Capture through previous experience
- Use reports to understand the top issue drivers in the service area and focus knowledge capture in that direction
- Take advantage of the already existing support groups (SD agents) to understand the trends in issues encountered (committee formation/collaboration).
- Understand from the client themselves what kind of issues they generally encounter
Use the above three as the base to setup the KB.
I would like to hear from you – other ideas, your suggestions and experiences.
Thank you so much!