HubSpot Searchable Knowledge Base
Use Case #3
Searchable Knowledge Base Development for Efficient Service Ticket Resolution
A searchable Knowledge Base implementation offers a multitude of benefits, ranging from improved ticket resolution times and reduced support ticket volume to enhanced user empowerment and more efficient allocation of IT resources. This strategic approach not only streamlines support processes but also contributes to an overall positive user experience and organizational growth.
Actors:
- External Users (Franchisees)
- Corporate Users
Stakeholders:
- IT Team
Pre-Conditions:
- There is a lack of a searchable Knowledge Base, leading to a bottleneck in ticket resolution.
- It is evident that consistent education is needed to address the issue effectively.
Triggers:
- The IT Team faces a high volume of support tickets due to the absence of a searchable Knowledge Base.
- The IT Team is understaffed and requires additional assistance.
Workflow:
Analyze Support Tickets
- The IT Team analyzes the support tickets to identify trending issues that are causing the most tickets to be submitted.
Develop Help Articles
-
Based on the trending issues, the IT Team creates informative help articles in the searchable Knowledge Base.
Instruct Users
- All users, including both external franchisees and corporate users, are provided with instructions on how to access and effectively use the Knowledge Base.
Consistent Responses:
- When responding to support tickets, IT Team members include the URL to the relevant Knowledge Base article that addresses the ticket inquiry, ensuring consistent and efficient support.
Alternative path:
- If the IT Team experiences backlog issues with support tickets, a resource is developed to educate all user populations and provide assistance until the backlog is cleared.
Post-Conditions:
- The implementation of a searchable Knowledge Base trains all users to search for solutions before submitting support tickets.
- Over time, the number of support tickets decreases due to the increased use and effectiveness of the Knowledge Base.
Benefits:
- Faster Ticket Resolution: Empower users to find solutions independently, leading to quicker issue resolution.
- Reduced Ticket Volume: Users search for solutions, reducing the overall number of support tickets.
- Efficient Knowledge Sharing: Curate comprehensive help articles for consistent information dissemination.
- Increased User Empowerment: Users can resolve minor issues, improving satisfaction and productivity.
- Time and Resource Savings: IT Team can focus on complex tasks, enhancing operational efficiency.
- Enhanced User Experience: User-friendly interface simplifies information retrieval.
- Consistent Responses: Standardized approach to issue resolution through Knowledge Base references.
- Proactive Issue Identification: Address common challenges based on trending issues.
- Scalability and Growth: Accommodate expanding user base and support needs.
- Knowledge Sharing Culture: Foster a culture of knowledge exchange and contribution.