Knowledge Management: Providing Instructions, Not Instruction

Many IT professionals struggle with how much information to ask for or share with their constituents when providing support. Too many questions can frustrate them while not enough information in a solution can discourage them, to the point where they may not ask for help again. Is there a trick to determining the appropriate content and level of information or knowledge sharing to adequately and accurately resolve an incident or fulfill a service request? Sure there is! If you understand the difference between “instructions” and “instruction.”Outcomes: Learn how to assess a customer’s question to determine the difference between providing instructions (knowledge article) and instruction (training) * Create a knowledge article that meets a true need that only your support center can provide * Provide the appropriate level of content to adequately resolve an issue or fulfill a request
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