- Locate useful knowledge rapidly
- Educate customers on how they can self-resolve in the future
- Consistently track information used to resolve cases (case linking)
- Capture tacit knowledge
The Rest of the Application World
Suddenly the application returns “Error Number 3567” – low voltage. The question then becomes what to do with the error. Because it is a common error, there is already a solution article and/or a standard operating procedures document in the central knowledge base system that outlines all of the resolution steps.
Ideally, one would hover their mouse over the error message, automatically creating a search call which would return the most current results. However, in reality, the agent must “swivel” between the cell phone application and the knowledge system. Swiveling between applications creates ongoing frustration, leading to the creation of cheat sheets which are quickly out-of-date. Due to regional regulations it is also possible that the operating procedures to resolve an issue in California are different from New York. It is possible to automatically pass the context variable in the search string to return the appropriate document.
Keep it Simple
What are your experiences and challenges in regard to integrating knowledge with other applications?