Your Help Desk Knowledge Base is one of many critical tools your Team requires to respond to calls effectively. This becomes more and more evident the larger your call center grows. In the early stages of developing one particular knowledge base, I remember hearing over and over about how our knowledge base didn’t have enough content. In truth, Knowledge Base content is only as good the team’s input. To make things more challenging, I found that Help Desk Techs who love to write are difficult to come by. So we had to make it easier.When I worked on escalations and issues, I was a main contact for all those bizarre questions that were difficult to answer. Since I was the first person to know about most of the new issues, I was constantly submitting resolutions to the knowledge base. Out of 70 people, I was submitting more information than all the Help Desk techs combined, and that had to change. I listened to techs voicing their concerns about our knowledge base and eventually the answer came to me. When people came to me for answers, I asked them to send an email to the tech writers with all the details the tech knew - including the ticket number opened for the issue. They did not need to make the procedure pretty and organized. That is the tech writer’s job. “Just get the details.”
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