self service portal and solutions
Hello all,
Every organization has its own approach to promoting self-service and managing knowledge. Let's share what is working, exchange ideas and learn from each others experiences.
That said, a strong self-service portal and a well-maintained knowledge base can make a huge difference. They help reduce ticket volume, speed up issue resolution and give users the confidence to solve common problems on their own. The real challenge is getting users to actually use the portal and ensuring the knowledge base stays relevant over time.
We would love to hear how your organization handles this. Share your experience:
- How do you encourage users to search the self-service portal before submitting a ticket?
- What initiatives or best practices have helped improve self-service adoption in your organization?
- How do you ensure your knowledge articles remain accurate and up to date?
- Is there a review or approval workflow for publishing or updating solutions?
- How often do you review, update or retire outdated articles?
- Who owns your knowledge base? Are technicians responsible for creating and maintaining articles or do you have a dedicated knowledge management team?
Whether you have implemented a formal knowledge management process or discovered a simple tip that significantly increased portal usage. We would love to hear your experience. Your insights could help other ServiceDesk Plus users improve their self-service strategy and build a more effective knowledge base.
Also, what improvements or enhancements would you like to see in the Solutions module to make it even more valuable? Let's discuss!
