From the course: Putting ITIL® into Practice: Incident Management

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Where and when to use knowledge base optimization

Where and when to use knowledge base optimization

From the course: Putting ITIL® into Practice: Incident Management

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Where and when to use knowledge base optimization

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- [Instructor] If you don't know which knowledge base articles are being accessed, how often they're used, or whether they help resolve issues, you're operating in the dark. Optimized by implementing analytics to track usage, effectiveness, and gaps. Identify underused or ineffective content, improve high value articles, and retire what's outdated, so every piece of knowledge adds real value to agents and users. If agents waste time searching for solutions, optimize the knowledge base by improving search functionality, categorization, and content relevance. Faster access to answers means quicker resolutions and a better user experience. If users contact support for issues that could be self-solved, your client-facing knowledge base isn't doing its job. Improve visibility, simplify language, and proactively guide users to relevant self-help resources. If agents or users encounter inaccurate information, trust in the knowledge base declines. Regularly review, update, and retire out of…

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