The TDX Knowledge Base is a core part of how we all know what we’re doing, and how we communicate with our clients, particularly at the Helpdesk. It doesn’t replace Google, and it still has a lot of overlap with the Wiki (we’re in a transitional phase), but the KB is a great way to:
Continual Improvement the KB Way
Here’s the basic idea. During your work, have the KB open. Whenever you work on a question:
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Find It: Search the KB to see if there’s anything you or the client should know about the issue. Whenever possible, attach a KB article to the notes you’re writing to clients in tickets. (In the Update screen, scroll down and select Existing Article from the Knowledge Base Article section.
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Flag It: Find something in the KB while helping a client? Use the Feedback options at the bottom of the article to say whether the article worked or not. We review these regularly to help us keep content accurate. More data is more useful!
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Fix It: Leaving comments about what to change after you Flag an article as Not Helpful is SUPER helpful for your friendly KB editors. We review these comments regularly and they help keep the content accurate and up-to-date.
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Add It: Didn’t find something you needed in the KB? Add it in one of three ways (also detailed in this KB article about making KB articles)
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As you’re updating a ticket, use the Create New Article radio button in the Updating page to send the text you just wrote to the KB editors. Editors will review the content and distill an article from it!
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Click the + New Article button in the KB. Draft something (it doesn’t have to be perfect or even good! It’s just a stub article).
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Make a Service Request ticket with the details about the article and assign it to the group Knowledge Base - CC
Following these principles will mean that we get constant feedback about what our clients (and we) need to know right now -- not what they might need sometime, but what we already know they need right now.