Support organizations are challenged to have personnel at every level participate in sharing their expertise within the knowledge base. Traditional knowledge capture tools have fallen short by providing cumbersome tools to Level 1 and Level 2 agents. These tools are seldom adopted by the development level or in other functional departments where the real wisdom often resides.
Removing barriers to knowledge sharing allows for higher level support and development teams to focus on problem management without the interruptions caused by incident management. Support Wiki eliminates the need to learn an unfamiliar application resulting in faster adoption and a greater wealth of shared information in the knowledge base.
- Offer an additional consumer-friendly mechanism for content creation
- Encourage content contribution from different support levels and from other departments and knowledgeable users
- Enable conversational content (i.e. Wikis) to be part of your support knowledge base
- Provide access to Wiki content from one common set of Support Portals
- Offer a simple mechanism to move useful Wiki content into the structured knowledgebase
- Provide one consolidated reporting environment for all support-content including Wikis
