How to utilize knowledge to reduce support work by 10 to 20%

Introduction

It's been about 3 years since I became a support engineer, but by utilizing the knowledge base (hereinafter referred to as knowledge), It is now possible to reduce the time required to respond to inquiries from users by 10 to 20%.

Surprisingly, it seems that there are many cases where the knowledge is written and left unattended and not used, so I would like to write about how to utilize knowledge to reduce support work by 10 to 20%. (Assuming a slightly complicated system for business use.)

Think about reusability

I think that reusability is important in programming so that you do not write the same code, When it comes to knowledge, it's easy to write the same thing over and over again.

For example, in Qiita's knowledge base, Suppose you have created separate articles, "How to set an icon" and "How to change a password".

Both are functions on the setting screen, so "Click the pull-down tab next to the icon at the top right of the screen. Then click Settings to move to the settings screen." It is necessary to guide the monotonous procedure in each article.

It is better to cut out such duplicate sentences into different knowledge.

For example, we will create a knowledge called "Transition method to the setting screen" and explain the transition method in an easy-to-understand manner with screenshots. And in each article, instead of writing the transition method in letters, Change to a link to the "Transition method to the setting screen" article such as "Transition to the setting screen. (Reference link: http: //)".

Readability is improved, and even if there is a change in the UI All you have to do is edit the "Transition method to the setting screen", so you can easily change it. Qiita is simple, but business systems often have complicated screen transitions, so I think it is a typical example that can be reused.

Secretly create articles that are supposed to be announced by email

Knowledge is for users to search and solve themselves. I think the image is strong. I think that we should abandon that assumption and actively create articles for the purpose of including them as reference links in emails when inquiries come in.

To give one example, the log for product support is basically not acquired without a request from support. Therefore, inevitably, the procedure is often sent by e-mail. In such a case, I'm wondering if it was added to the knowledge. It will be knowledgeable as a log acquisition procedure for product support.

If you make it knowledge, you can use screenshots to guide you in an easy-to-understand manner. Writing a long procedure in the body of an email reduces readability, and the support side also has to copy and paste each time. Minimal confirmation is required when reviewing emails for mistakes.

However, I would like you to implement this kind of knowledge only when the support desk informs you. It is safer to list it.

Be sure to verify

Knowledge should not be wrong. Don't rely on your memory or write your knowledge with the consciousness that it's almost okay. Since it is visible to an unspecified number of users, there was an error in the knowledge and the data was lost. When it comes to that, it's important. As a result, it is most efficient to always verify and describe it so that there are no mistakes.

Create a template that describes the prerequisites

I try to write the prerequisites that are regularly described in the knowledge at the beginning of the knowledge as a template every time.

Example: --Time required

• Impact range --Target product version

Sometimes there is knowledge mentioned at the end, The product version, required time, etc. are important information for deciding whether to see this knowledge, so I always write it at the beginning.

Command and query execution also guides normal execution results

It's a hassle, but when the command execution is completed, the log XX is output. And so on It also describes how to confirm that the execution was completed normally.

If you do not describe the expected result after work, The error message is not noticeable to the user in English even though it stops with an error after executing the command You will receive sad inquiries such as the command execution is not completed even after waiting for a week.

Anyway, the text. Separated by

Since it is not a novel, one sentence is separated by a short ".". This is because technical books have a short sentence, so I tried to imitate it, but it is easier to read and write.

"Log in to Qiita, click the pull-down tab next to the icon at the top right of the screen, and then click the displayed settings to move to the settings screen." than "Log in to Qiita. Click the pull-down tab next to the icon at the top right of the screen. Click the displayed settings to move to the settings screen." Isn't it easier to read?

Don't be afraid of duplication

When the number of articles increases, that? Didn't I write something similar to this? ?? You may be worried. If you have knowledge that can be written in about 5 minutes, it is faster to write it! Articles are useful if the content is the same but different, and you should be able to write better knowledge now than in the past.

Make heavy use of screenshots

Instead of explaining the procedure in text, use screenshots anyway. As an example of Qiita, "Log in to Qiita. Click the pull-down tab next to the icon at the top right of the screen. Click the displayed setting to move to the setting screen." It's faster and easier to understand if you take one screenshot than.

Summary Make knowledge

When knowledge is accumulated to some extent, some knowledge will be buried even though you want to see it, so "Startup tutorial to start with the minimum settings", "How to master the dash board", etc. We collect links for each theme and create knowledge. Summary Knowledge is displayed in a place that is easier to understand than usual.

Extra edition

Add target blank

I always add target = ”_ blank to the links in the text to open them in a new tab. I am desperate if the screen is updated as it is when I click the link to read it later while reading the knowledge.

Summary

The above is the knowledge operation method used to improve the efficiency of support. If I remember it again, I will update it from time to time.