Resolving tickets with the help of Knowledge articles using Smart IT

Using a knowledge article to resolve incidents

Jennie Tennyson, a Level 1 Service Agent, is working on an incident reported by Greg Johnson, the Director of HR, who got the Blue Screen of Death after rebooting his laptop.

Use case outline

Resolving an incident using an existing Knowledge article

1. Jennie is working on Greg's incident request related to the Blue Screen of Death displayed after he rebooted his laptop. Jennie opens the incident request, and views the list of resources displayed on the right pane of the Incident Request screen.
   
   These resources are searched for based on keywords identified by the system in the incident ticket. For the current incident, knowledge articles related to the blue screen of death are displayed. One of the knowledge articles is related to a security patch that was recently deployed to the type of laptop that Greg uses, and is known to cause blue screen issues.
2. She clicks on the Knowledge Article to preview its contents.
3. To view the complete article, she clicks, View Full Article.
   The information provided can be used to resolve Greg's issue, so Jennie contacts Greg and provides him with the information provided in the Knowledge Article.
4. She clicks the Share  icon and emails the link to Greg, for his reference.
5. She wants to make sure that she is updated whenever the contents of the Knowledge Article are updated, so she clicks  to follow the article.

6. She saves the Knowledge Article to the ticket so that it is linked to the ticket and can be referred to when anyone looks at the ticket. She clicks the Save to Ticket option to save the Knowledge Article to the ticket so that it is listed under Saved Resources. Users can view the related Knowledge Article as a resource that was helpful in resolving the incident when they refer to this incident ticket.

   Note

   The  icon indicates that the resource has been saved to the ticket.

7. Upon further investigation, she realizes that in addition to the steps provided in the Knowledge Article, Greg needs to apply an additional fix to complete the process. The additional fix to be applied to resolve the issue completely is not included in the Knowledge Article, so Jennie opens the Knowledge Article, clicks the Activity tab on the right panel of the Knowledge Article, and types in a new post related to the additional step.
   
8. The Knowledge Article helped Jennie resolve the issue at hand, she clicks Yes to mark the Knowledge Article as a helpful resource This improves the rating of the Knowledge Article as a resource, and list it higher in the order when displayed as a Recommended Knowledge for similar issues.
9. She clicks the far left side of the screen to navigate back to the ticket.
10. She then marks the incident record as Resolved, provides the appropriate Resolution categorization and Product Resolution categorization and then closes the ticket.

Jennie can also choose to create a new Knowledge Article to capture information she thinks may be useful to other service desk agents to resolve similar issues. 

Using knowledge articles to fulfill a work order

Steve, a field engineer, is working on a work order that includes setting up a projector for a conference room.

Use case outline

Fulfilling a work order using an existing Knowledge article

1. Steve is working on the work order related to setting up the projector in one of the conference rooms. Once he is inside the conference room, he opens the work order ticket from the Home screen.

2. He taps the Resources link to view the list of resources displayed on the left of the Work Order screen. These resources are searched for based on keywords identified by the system in the incident ticket. For the current work order, knowledge articles related to the projector are displayed. One of the knowledge articles provides instructions to set up the projector.

3. He clicks the knowledge article to preview its contents.

4. To view the complete article, he clicks, View Full Article and notices that the projector version is not the same as the one he is setting up.

5. He notices that Rachel, another field technician, is online and available. He uses the Chat to reference the knowledge article in-line, and they clarify the steps needed for the different model.

6. Steve adds this additional information as a comment to the knowledge article.

7. He clicks the Share  icon and emails the link to Rachel for her reference.

8. He wants to make sure that he is updated whenever the contents of the Knowledge Article are updated, so he clicks  to follow the article.

9. The knowledge article helped Steve resolve the issue at hand, he clicks Yes to mark the Knowledge Article as a helpful resource This improves the rating of the Knowledge Article as a resource, and list it higher in the order when displayed as a Recommended Knowledge for similar issues.

10. He clicks the far left side of the screen to navigate back to the ticket.

11. Steve completes the activity with the projector and goes back to the work order, adds a work info and sets the status to complete.