In today's fast-paced educational environment, the efficacy of IT support services can significantly influence the overall experience of students, staff, and stakeholders. The adoption of a knowledge base as a self-service tool stands out as a transformative approach to managing technical issues efficiently. But what are the best methods for encouraging users to seek and read documentation as a means of self-service? UT Dallas is a campus with over 30,000 students and has over 1100 Knowledge based articles that received 318,302 views in the last academic year. This session will delve into the true impact of exceptional experience management by focusing on the adoption of an engaging knowledge base at UT Dallas. Participants will learn about innovative approaches to transforming the employee and customer experience, best practices for engaging stakeholders, and strategies to enhance operational efficiency and effectiveness. By implementing strategies such as integration with campus systems, prominent placement on the website, marketing campaigns, incentivizing self-service, and regular video updates, UT Dallas increased the adoption and effectiveness of our knowledge base. Our users are 5x more likely to leverage a knowledge base and obtain information than to need to make a contact with our service desk.

Takeaway

Strategies for the successful integration of a knowledge base

Driving awareness through marketing and communication campaigns

Best practices for promoting knowledge base adoption

Continuous improvement methodologies through engagement reports