Knowledge Management in POB

Knowledge Management is one of the prime new features available in the Service Desk Management (SDM) module in the new POB21.07 version. The automized search for knowledge in SDM, and the facility to rate cases based on the knowledge according to the frequency the cases are used are just two of the new improvements and enhancements. Knowledge Management and handling in POB enables and helps you to solve cases by using case-based reasoning and case patterns.

With Knowledge Management and handling, you can now:

• Capture, find, and distribute knowledge
• Make knowledge available throughout your organisation
• Optimize resources by giving first level support the information needed to solve problems, saving expert resources for the more critical cases
• Draw conclusions and find solutions to your problems
• Constantly update the knowledge base automatically

Whenever a case includes a detailed solution explanation, you can consider using it as a model (or template) for cases with the same problem code. Just put the case into the POB Knowledge Base Case Type category so that you and other people working with POB21 in your organization can use it for future reference.

POB’s Search for Knowledge

The advantage of categorizing cases with the POB Knowledge Base type is that it subsequently enables you to search for cases which provide an efficient and effective solution to a specific problem, thus facilitating the work of the service desk personnel. In other words, POB’s Knowledge Management makes the extraction of relevant information an easy and convenient process, thereby saving your organization valuable time and resources.

“Knowledge handling and management is one of the many new features available in the POB21.07 version in line with our customers’ requests,” explains Wendia’s Product Manager, Atle Nilssen. “It is an excellent way for customers and their colleagues to reduce the amount of cases they look through to find a “ready-made” solution, because they will view only those cases which have been defined as including an explanation of an effective solution, i.e. Knowledge Base Type Cases.”

Simply create a specific Knowledge Base Case Type to set up Knowledge Base cases in POB

When you have found an effective solution to a case, you can add it to the Knowledge Base and provide a detailed explanation so that other people in your organization can use your experience and knowledge to quickly process similar cases or become familiarized with additional documentation for future reference. POB Knowledge Base Cases accumulate the troubleshooting skills of the service desk and technical support organizations as shared knowledge. Knowledge Management also enables you to convert a “solved” case into a Knowledge Base Case Type.