IS Subject Matter Experts need to provide information to Help Desk agents so that the agents can provide support or troubleshooting. This guide explains all the Knowledge Management fields and how to best supply information to the Help Desk team.
| Field Name | Instructions | Example |
|---|---|---|
| Problem Category* | Is this for Information Services (IS) or Human Resources (HR) | IS |
| Problem Type* | Using the existing hierarchy, select the appropriate Type. Add (New) if the Type is not currently available in the drop down. | Software |
| Problem Item* | Using the existing hierarchy, select the appropriate Item. Add (New) if the Item is not currently available in the drop down. | MS Teams (New) |
| Brief Description* | 40 Character Limit Write a brief descriptive title to differentiate between articles in the same hierarchy. | Microphone Not Recognized in Teams |
| Problem* | Provide an introduction to the article that explains the problem the article helps to resolve. | Microsoft Teams is not recognizing user’s microphone |
| Solution* | Provide all of the steps that the contact center agent needs to follow to resolve or escalate the issue. Ensure steps are in proper order. Use a numbered outline format with concise instructions for procedural steps. | Ensure mic is plugged in. Check settings. Etc. |
| Key Words* | What additional search terms might the agents use when attempting to find this article? Include unique abbreviations, common misspellings, and internal terms that may not be included in the article. Do not include punctuation. | mic microphone chat conference call VOIP Microsoft Teams |
| URLs | Provide any links relevant to this article or application. For SAP processes, include link to Super User Network and Transaction Code Guides. | Teams Project Intranet Homepage |
| Attachments | Provide any relevant documents, spreadsheets, training guides, etc. to be attached to the article. Note the intended audience (e.g., Support Agent, End User) | Attach list of pilot users |
| Responsible Group(s)* | What group is responsible for this program/system?  Who will receive escalations from Help Desk Agents? Do not enter department or team names –use CRM Resolver Group names. | US-Teams_Team |
| Author(s)* | Who provided the material? Â Who can Knowledge Admins contact for updates, corrections, or clarification? If left blank, the author will be assigned as the person sending the document. This information will NOT be included in the final CRM knowledge article and is for administrative information only. | Jen Wanner |
| Admin Notes | Provide any additional information for the Knowledge Admin such as “This only needs to be active during roll-out and can expire on xx/xx/xx” This information will NOT be included in the final CRM knowledge article and is for administrative information only. | Limited to Pilot Users for first 90 days. Global deployment set for xx/xx/xx |
| New Resolver Group | Provide this ONLY when the Resolver Group does not yet exist. Desired Resolver Group Name:  This will be the name of the group. It can be pretty much anything you’d like it to be, but it cannot be a duplicate of an existing resolver group name. If different people will be in the groups based on location, like Client Support, indicate which locations need to be configured. Resolver Group Manager: Responsible for setting up and maintaining group members, shifts, group schedule, AND responsible for responding to surveys. This should be an IS manager. Resolver Group Director: This is required for daily and monthly metrics reports, rolled up by Director. This MUST be an IS director. | * Name: US-Teams_Team Manager:  Jon Dough * Director: Alf Hitchcock |