Hi [[ session.user.profile.firstName ]]

Best Practices for Implementing a Knowledge Base

Sr. Technical Writer Clint Rodenfels demonstrates actionable tips on how you can avoid common roll-out mistakes while implementing a Knowledge Management platform so you can get to production faster. You'll learn how to:

• Scope out time and costs for implementing a KM platform
• Gather and standardize existing documentation
• Fill in gaps you may not have considered
• Get it right the first time
Recorded Jul 28 2021 54 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Clint Rodenfels, Senior Technical Writer & Jarrod Davis, USU Product Marketing Manager
Presentation preview: Best Practices for Implementing a Knowledge Base

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • Decision Trees for Customer Service: Build One in 20 Minutes! Nov 16 2021 6:00 pm UTC 41 mins
    Jarrod Davis, Knowledge Management Expert, USU; Fabian Eppler, Innovation Director, USU
    Decision Trees are flowcharts for visualizing a decision-making process and charting a path to the optimal outcome. Long used in data science, decision trees are now being applied in customer service to create step-by-step troubleshooting guides to resolve issues faster.

    The best part? Creating a decision tree is not a lengthy, formidable task. You can build one with support content you already have on hand. In our webinar, USU Product Marketing Manager Jarrod Davis and Sales & Innovation Director Fabian Eppler will take you through the end-to-end process and make a decision tree live….in 20 minutes!

    You’ll see how decisions trees can:

    -Be used by both agents and customers
    -Improve contact center KPIs, like FCR and AHT
    -Scale across all your channels, including chatbots and voicebots
    -Be created with minimal time and effort
  • Create Exceptional CX with Salesforce and Knowledge Management Nov 9 2021 6:00 pm UTC 51 mins
    Jarrod Davis, Knowledge Management Expert, USU; Carmen Hermle, Global Manager, USU
    As the market-leading CRM, Salesforce is an excellent tool for organizations looking to create a seamless customer journey.

    However, your organization may need a more agile and comprehensive solution when it comes to Knowledge Management. Although Salesforce can cover basic KM functionality, it quickly reaches its limits and cannot deliver the innovative, omnichannel customer service experiences that a mature KM solution can support.

    You’ll see:

    -How to overcome the limitations of native Salesforce knowledge management features
    -How easily a professional KM solution can integrate with Salesforce and overcome these limitations
    -Real-life case studies and best practices from our customers who use Salesforce
  • From Adobe to Zoom: Keep Hybrid Software Costs Under Control Nov 4 2021 5:00 pm UTC 56 mins
    Daniel Fink, Manager, USU; Alexander Jauch, Manager, USU
    The past year has brought changes to many companies that would have normally taken the market years to adopt. Some even call it a revolution. A large part of the workforce was sent to work from home, which increased the acceptance of SaaS solutions. Today, the cloud is around 50% of software costs.

    SaaS solutions offer many benefits. But cloud costs can quickly build into heavy storms over your software environment, draining away its shiny new sparkle, if they aren’t managed correctly. Transparency and a full overview are needed to keep cloud costs light and fluffy.

    In this webinar, experts Daniel Fink and Alexander Jauch will talk about how to make sure your SaaS investment keeps its sparkle. You'll see how to:

    -Analyze your actual usage
    -Identify potentials for cost savings
    -Choose the best-suited usage and licensing models

    Put yourself in a position to make informed decisions and reduce your SaaS costs significantly for providers such as Salesforce, Office 365, Adobe, and SAP.
  • How to Lower Costs for Your SaaS Applications Oct 26 2021 5:00 pm UTC 53 mins
    Janik Schipp, Team Lead, USU; Julien Roemers, Sales Engineer
    With the current shift from on-premises software to SaaS, many midsize and large companies are facing the same challenges: an array of SaaS providers, a lack of transparency of usage within the company, and a loss of control that can lead to high and unplanned expenses.

    In this webinar, our team will give you an action plan to solve challenges such as:

    -Identifying the SaaS applications in use
    -Data collection
    -Transparency and reporting
    -Optimization of spend
  • Exploring the Gartner MQ for SAM Managed Services Recorded: Sep 28 2021 60 mins
    Lawrence Dempsey, Director, USU; Jillian McCue, Director, CDK; Bill Talbot, ITAM Evangelist; Gerrit Gipmans, Manager, USU
    In a rapidly shifting business economy, Software Asset Management (SAM) is a prime business focus. The Gartner Magic Quadrant for SAM Managed Services highlights the increasing strategic value of SAM. The new report states, “By 2024, 40% of enterprises will use software asset management as the primary mechanism for reducing SaaS contract costs with “dominant” vendors.”

    There are various advantages for organizations utilizing SAM Managed Services, and the Gartner Magic Quadrant is a good place to start evaluating top vendors. However, to identify the best vendor to support your license management goals, it’s important to dig deeper.

    In this live panel discussion, we’ll discuss the reasons why SAM Managed Services are growing in popularity, and what factors to consider when selecting that external support so that you can maximize ROI and scale the impact of your SAM program.

    You’ll learn how to:

    • Deliver value to your organization from the Gartner SAM Services Magic Quadrant
    • Determine a realistic assumption of a services provider’s capabilities, resources, deliverables, and expected results
    • Evaluate SAM service providers, keeping a close eye on people, process, technology, data, governance, organizational alignment/relationships
    • Select a SAM services partner that will work with you to establish a realistic project scope and timeline
  • Tips & Tricks to Maximize Software ROI Recorded: Sep 21 2021 59 mins
    Lawrence Dempsey, Director, USU; Rebecca Horton, Global Manager ITAM, Ceridian; Ron Sturley, Director, USU
    Whether you’re starting to think about how to cut software costs, or your organization has an existing initiative with limited resources, there are simple actions you can take right now to move forward. Our team will walk you through the key stages of a Software Asset Management (SAM) program and provide tips & tricks to improve ROI, even if there is little to no budget committed.

    Using recent business use case examples, you’ll see how your organization can:

    • Determine targeted activities to cut software costs and maximize ROI
    • Proactively respond when a triggering event occurs, even with limited resources
    • Build a SAM business case and secure stakeholder buy-in
  • Best Practices for Implementing a Knowledge Base Recorded: Sep 14 2021 54 mins
    Clint Rodenfels, Senior Technical Writer & Jarrod Davis, USU Product Marketing Manager
    Sr. Technical Writer Clint Rodenfels demonstrates actionable tips on how you can avoid common roll-out mistakes while implementing a Knowledge Management platform so you can get to production faster. You'll learn how to:

    • Scope out time and costs for implementing a KM platform
    • Gather and standardize existing documentation
    • Fill in gaps you may not have considered
    • Get it right the first time
  • Find Your Inner Rihanna: How to Make Your ITAM Program Shine Like a Diamond Recorded: Aug 24 2021 35 mins
    Rebecca Horton Manager, ITAM, Ceridian aka ITAMGeekGirl
    It’s no secret that Software Asset Management can save millions in software costs and non-compliance fees, but how do you make your ITAM program shine to the larger organization?

    Over the course of several high profile ITAM projects, Ceridian has amplified the value of its SAM program, gaining strong organizational sponsorship and visibility. Over the last 6-9 months alone, the Canadian IT leader has found $2.4M in actual savings.

    Rebecca Horton, Global ITAM Manager at Ceridian, walks you through a playbook of impressive SAM wins. Using case studies based on multiple DCs, M&As, a cloud migration, and pivoting SAM to facilitate a remote workforce, get a step by step guide to empower your organization to:

    - Raise your ITAM profile and secure stakeholder support
    - Protect against future costs by integrating SAM directly into Projects and M&A agreements
    - Identify license compliance risks for vendors such as IBM, Oracle, Microsoft, Adobe, RedHat, and VMware
  • Best Practices for Knowledge Base Writing Recorded: Aug 10 2021 59 mins
    Leslie O'Flahavan E-WRITE Owner, Clint Rodenfels Senior Technical Writer, Jarrod Davis USU Product Marketing Manager
    Writing great support content is a specific skill. Once you learn it, you can create Knowledge Base articles that people will read willingly and use easily. In this webinar, you'll also learn how to avoid the drawbacks of poorly written articles: agent frustration, poor customer experience, and increased operational costs.

    Join CX writing guru Leslie O'Flahavan (E-WRITE) and Sr. Technical Writer Clint Rodenfels as they show you how to write the best Knowledge Base articles possible, including best practices for titles, article structure, visuals, and article maintenance.

    You'll be able to improve current and future articles by learning:

    The actual dollar cost of bad Knowledge Base articles
    5 common mistakes KB writers make
    How to write clear, helpful KB articles

    As a bonus, you'll get a FREE copy of Leslie's latest eBook on Knowledge Management Writing Best Practices.
We Deliver Smart Solutions For A Better Service World
With over 40 years of experience, USU is a leading provider of software and services for IT and customer service management. Our solutions enable companies to deliver the modern, digital services that customers and employees demand.

Organizations around the world use our IT solutions and services to implement simpler workflows and increase automation while lowering cost, reducing risks, and operating more efficiently.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Best Practices for Implementing a Knowledge Base
  • Live at: Jul 28 2021 5:08 pm
  • Presented by: Clint Rodenfels, Senior Technical Writer & Jarrod Davis, USU Product Marketing Manager
  • From:
Your email has been sent.
or close