How knowledge management works in support of client service

Whenever anyone needs to build a website, lots of complex configurations have to occur. Our IT service team couldn’t possibly field all the requests that would come our way if we didn’t have equally complex self-service mechanisms and automated support structures in place.

My job is to manage that self-service model and to also put knowledge content in place that both clients and agents can take advantage of before requiring assistance at the highest level.

The following are diagrams that show the processes in place and also the usefulness to team members in training.

Flowchart diagram showing the process Support Tier 3 people take to escalate tickets to the Quality Assurance group.