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https://www.thinkhdi.com/knowledge-management/~/media/HDICorp/Files/Research-Corner/promotion/RC_Knowledge_April2013.pdf
practices (not best or suggested) in knowledge sharing and knowledge management in the technical support industry, especially as they relate to knowledge management tools, access to knowledge, content contributions, quality assurance practices, training, knowledge base usage, and the metrics used to measure the success of knowledge management.
https://knowledge.autodesk.com/customer-service/account-management/users-software/support-options
Autodesk offers a number of technical support options which vary depending on whether you have a subscription or a maintenance plan. How to Contact Technical Support Web support Phone support Technical Support Options Subscribers have access to all support options. Maintenance plan customers only have access to web and forum support unless they have purchased advanced support
https://www.thinkhdi.com/library/supportworld/2016/6-steps-build-knowledge-management-culture.aspx
Include members from various IT teams—technical management, applications support, operations, and the service desk—to get participation and “buy-in” across the organization. Create a compelling vision for transitioning to knowledge management.
https://www.kmslh.com/using-knowledge-management-system-for-technical-support-1/
Sep 24, 2019 · Using Knowledge Management Systems for Technical Support By Monica Kohn September 24, 2019 From customer service to sales and marketing, knowledge sharing can boost every function within your organization, eliminating communication obstacles while streamlining information sharing in the workplace.
https://blog.capterra.com/what-is-knowledge-management-a-guide-for-customer-support/
What is Knowledge Management? Knowledge management, according to the all-knowing Google, is “efficient handling of information and resources within a commercial organization.” Back in 1998, Gartner offered a definition of knowledge management which would become one of the most frequently cited:
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Tier 2 – Technical or Application Management Teams. Tier 2 is made of the technical and application management teams, who have people with more specialized knowledge and skills and can take more time to resolve the issue. Tier 2 typically resolves about 20% of the issues reported, due to their higher level of expertise.
https://knowledge.autodesk.com/customer-service/account-management/users-software/support-options
Autodesk offers a number of technical support options which vary depending on whether you have a subscription or a maintenance plan. How to Contact Technical Support Web support Phone support Technical Support Options Subscribers have access to all support options. Maintenance plan customers only have access to web and forum support unless they have purchased advanced support
https://knowledge.kofax.com/General_Support/Contact_Support/00_Support_Portal_Information
Request a Customer Portal Account - This link is for customers who need to request a Customer Portal login. The Customer Portal includes a unified Knowledge Base for all Kofax products, updated product information, and access to the Case handling system.
https://www.superoffice.com/blog/customer-service-knowledge-base/
Dec 17, 2019 · A customer service knowledge base can be a powerful tool to use to improve customer service. ... positive effect on the quality and efficiency of your customer service as customers benefit from interactions with more knowledge support staff, ... using the acronym “CRM” as oppose to writing customer relationship management. 2. Use templates ...
https://www.careerride.com/technical-support-interview-questions.aspx
Technical support interview questions and answers - Here are interview questions for technical support for bpo, technical support engineer, IT tech support etc. with answers - Tell us about your basic technical experience and qualifications., What technical skills do you possess that would benefit our company?, What do you know about our products and company?, Have you used any of our …
https://www.cherwell.com/technical-support/
Cherwell Software offers 24/7/365 customer support to all customers. Effective solutions can be found through the use of Cherwell Support Tools such as the Cherwell Community and our continuously growing catalog of Knowledge-Centered-Articles in the Self Service Portal.
http://www.knowledge-management-tools.net/KM-best-practices.html
Organizational acceptance: by involving the user in the design and implementation, through managerial and technical support, and with product champions, etc. Continued use: A function of perceived attractiveness factors and content management (Gamble and Blackwell 2001). This concludes the summary of knowledge management best practices.
https://www.bmc.com/support/support-central.html
BMC Support Central has support, documentation, licensing, and customer care information for all BMC Software products.
https://support.oracle.com/
Personalize My Dashboard Copyright © 2019 Oracle and/or its affiliates All rights reserved.
https://customercenter.dh.com/
This site requires a client email address and password. If you are a client without an account, please contact your institution’s Administrator for set up.
https://www.thebalancecareers.com/technical-skills-list-2063775
May 30, 2019 · Technical skills are the abilities and knowledge needed to perform specific tasks. They are practical, and often relate to mechanical, information technology, mathematical, or scientific tasks. Some examples include knowledge of programming languages, mechanical equipment, or tools.
https://www.capterra.com/knowledge-management-software/
It is a powerful AI and cloud-based Knowledge Management Software (KMS) specifically designed to optimize the support flow by sharing accurate knowledge at the right time. Customer Support and Service Desks solves problems faster, handles increased volumes in multiple languages, lower organizational costs and deliver excellent customer experience.
https://www.proofpoint.com/us/support/technical-support-offerings
All Proofpoint products come with access to our support portal. There you will find white papers, our robust knowledge base, online help and communities, and case management. Access the technical information you’re looking for 24 hours a day, seven days a week.
https://support.microsoft.com/en-us
Microsoft Support. CV: FWwnKE4f10CYatKV.15. Welcome to Microsoft Support Welcome to Microsoft Support What do you need help with? Windows. Office. Outlook. Microsoft account. Xbox. Microsoft Store. Surface devices. OneDrive . Skype. Microsoft Edge. Microsoft Teams. Hardware warranty. View all Microsoft products. Get more support ...
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