Example scenario

In this scenario, a service desk agent is faced with a difficult customer issue related to an end user's mobile phone. 

The agent is not sure if there is an article that can help them solve the issue, so the agent navigates to the knowledge base template and starts with a top-down approach, using a broad search phrase, such as "mobile phone," in the search filter. The agent then narrows down the search using view settings conditions to filter the search results, which are based on the device model and other relevant parameters. 

Once the agent finds a relevant article, they read it carefully to understand whether it can help solve the customer's issue. If the KB article contains the solution, the agent provides the solution to the customer. If not, the agent may need to escalate the issue to a higher-level support team. 

Finally, the service desk agent follows up with the customer after providing the solution to ensure that the issue has been resolved successfully.

If the discovered solution is new and could probably be used in future cases, the service desk agent should create a new KB article about the solution.

Use case diagram

Workflow

1. Assess the customer issue by gathering all the necessary details about the problem.
2. Check whether there are any existing knowledge base (KB) articles that could help in solving the issue.
3. Navigate to the knowledge base template.
4. Start with a top-down approach by using a broad search phrase, such as "mobile phone," in the search filter.
5. Narrow down the search by using the view settings conditions to filter the search results based on the device model, issue type, or other relevant parameters.
6. Read the KB article carefully to understand whether it can help in solving the customer issue.
7. If the KB article contains the solution, provide it to the customer. If not, the issue may need to be escalated to a higher-level support team or create a new KB article with the solution to the problem.
8. Follow up with the customer after providing the solution to ensure that the issue has been resolved successfully.

Results

• The Knowledge Contributor (service desk agent) was able to use the knowledge base to efficiently search for a solution to the customer issue. 
• By using a top-down approach and narrowing down the search based on specific parameters, the service desk agent was able to quickly find a relevant KB article linked to the device model, which could potentially provide a solution to the customer issue. 
• The service desk agent was able to read the relevant KB article, which allowed them to gain a deeper understanding of the problem and the potential solution, leading to a more effective and accurate resolution of the issue.

Benefits

• Consistent information: Using knowledge base articles ensures that all service desk agents have access to the same information, reducing the risk of inconsistent information being provided to customers.
• Faster resolution times: By providing agents with quick access to information, a knowledge base system can help reduce the time it takes to resolve customer issues.
• Improved agent productivity: By using the knowledge base system effectively, agents spend less time searching for information and more time resolving issues.