Chapter Meeting

Titletown Roundtable

Using a meaningful knowledge base and how your homepage sets the tone.

We’ll discuss how a good knowledge base not only helps your techs, but those looking to resolve their issues quickly.

• Does your Service Desk have a knowledge base?
• Is it available to others outside the Service Desk (tier 2 and above)?
• Can your callers search on it, and is it easy?

By answering these and other questions, we can help each other with ideas to improve existing knowledge bases or start a new knowledge base.

Then, we will look at some examples of Service Desk home pages to start a discussion of what works well and what doesn’t work well.

If you’d like to submit a screenshot of your Service Desk home page, please send it to Josh.Smits@foth.com.