Your service desk plays a crucial role in ensuring that your organization runs smoothly. However, it’s not enough to simply cater to your employees’ needs — you also need to provide much-needed assistance to your guests, whether they’re public citizens, patients, or students.
Editor's note: this post was updated in January 2019.
Applies to: Enterprise on SaaS (Labs feature)
TOPdesk strongly emphasizes the importance of empowering your users. To put it differently, to shift left left. Especially when your organization serves a large user base, as it is the case with public services and universities, you immensely benefit from self-reliant users who find answers and solutions without the help of a service desk. The key for service organizations to successfully live this concept is to offer information about services as accessible as possible.
The knowledge base on My TOPdesk has lots of knowledge items about the frequent topics. In fact, we add new items every day. Here you can find answers to:
- technical questions
- functional questions
- setup questions
Do you struggle with quickly answering recurring calls? As an operator you want to spend less time answering recurring questions, so you can spend more time on complex issues. Because that’s where your knowledge can really make a difference. So you want to resolve recurring questions quickly and efficiently. So how do you make that happen? Try this twist on Shift left.
Do you struggle with knowledge management? We all know how important it is to efficiently handle your organization’s resources, but it often gets lost in the issues of the day. But knowledge management actually contributes to:
