Summary
Identify when to document issues, FAQs, and process changes, plus best practices for keeping articles up to date.
Body
Overview
This article outlines when to create a knowledge article in TeamDynamix and how to keep it updated. Following these guidelines ensures accurate, consistent information for staff and customers.
When to Create a Knowledge Article:
- When a new or recurring issue is identified: If a specific problem is reported multiple times
- When the resolution process is complex or time-consuming: If solving an issue requires multiple steps or detailed instructions, documenting it can help agents and users handle it more efficiently in the future.
- When customers frequently ask the same question: Subject to the knowledge manager's discretion, common inquiries or frequently encountered issues are prime candidates for knowledge articles to reduce repetitive support requests.
- When a solution or workaround is found for a bug or technical issue: If a technical problem or system bug has been resolved, documenting the solution helps customers and agents avoid confusion in the future.
- When a process or procedure changes: Any updates to systems, workflows, or procedures that affect service delivery should be documented in a knowledge article for reference.
- Review common themes or repeat questions: A report of incoming requests should be reviewed within a specified time frame (ie. monthly) to identify repeat questions or common themes to decide if knowledge articles should be created.
Maintaining Knowledge Articles
- Review Time Line: Knowledge articles should have a review date set no later than 1 year to ensure the content is accurate and up-to-date.
- Review Notification: Knowledge articles in review should notify the owner/knowledge manager. "Notify Owner of Review Date" should be checked.
- Feedback Notification: If feedback is given, the knowledge manager should be notified. "Notify Owner on Feedback" should be checked.