Knowledge Base

With no centralized knowledge base or self-help tools available to users, the help desk was overwhelmed with tickets that could otherwise be resolved with technology

SOLUTION

Implemented and customized ServiceNow Knowledge Management module to categorize and promote self-help content

  • Installed the use of the Vyond video tool to create onboarding videos in global languages for new hires

  • Incorporated the Articulate product suite to develop interactive user guides (IUG) that help educate end users on how to use corporate applications

RESULTS

  • Created over 65 pieces of user centric content

  • Reduced ticket volume by 23% in first 2 months

  • Significantly increased user satisfaction by introducing these new functionalities

  • Provided automated feedback loop from users to content team