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HDI Community Member Discussions

From : Communities>>Ask Your Network
John A few thoughts on the knowledge expiration discussion  What is the reason for archiving?  What are the criteria for setting expiration dates? - If the products/services are truly no longer supported (i.e., no installations) then they are probably a good candidate for archival.  - The concept of expiration dates typically don't make sense, as few to no organizations actually have the resources or process to check and do something a the time of expiration?  - If you have a good knowledge system, [More]

From : Communities>>Ask Your Network
Hello Everyone, We are looking for recommendation on how to manage KB article retirement. How does your team determine when to review KB articles, do you have business rules for setting article expiration dates, how often does your team review articles that have been flagged as unused? We would like to hear how you determine when an article is out of date, such as documents that have accurate content but just haven't been used in a long time. ------------------------------ William JOHN Maes Solution [More]

From : Communities>>Ask Your Network
Hi Christy! We recommend posting this in the Job Board community, too, for max exposure. As a rule, all job postings and inquiries should go there. You should also consider posting to the HDI Local Chapters job board , to boost your signal even further. Good luck! ------------------------------ Megan Selva Group Content and Community Manager HDI ------------------------------

Latest Content from Supportworld
Internal Customer Experience: Is This Even a Thing?

While customer service is reactive, a response to what is happening during a call to the service desk, customer experience is the result of everything that happened during the caller’s engagement with IT.

Metric of the Month: Agent to Supervisor Ratio

The agent to supervisor ratio is a measure of management span of control and managerial efficiency. Finding the right balance in your agent to supervisor ratio includes tradeoffs, as Jeff Rumburg explains. While high levels of agent morale and job satisfaction are just one of the benefits of a low agent to supervisor ratio, it is important to keep in mind that the cost per contact will continue to increase as the ratio decreases.

Incidents or Requests: How to Classify Service Performance Issues

HDI community members want to know whether to classify service performance issues as incidents or requests. Paul Dooley has the answer, and the answer depends on several factors, including how you define normal service and the SLAs you have in place.