{"id":7360,"date":"2021-04-29T13:00:50","date_gmt":"2021-04-29T17:00:50","guid":{"rendered":"https:\/\/blogs.swarthmore.edu\/its\/?p=7360"},"modified":"2021-04-29T14:38:53","modified_gmt":"2021-04-29T18:38:53","slug":"find-answers-more-easily-knowledgebase-refresh","status":"publish","type":"post","link":"https:\/\/blogs.swarthmore.edu\/its\/2021\/04\/29\/find-answers-more-easily-knowledgebase-refresh\/","title":{"rendered":"KnowledgeBase refresh!"},"content":{"rendered":"\n

\"\"The ITS team has been hard at work over the past few months checking and updating our KnowledgeBase<\/a> articles. Perhaps more importantly, we’ve been looking at how folks ask questions, what sort of requests come into our staff most frequently and how the answers to those questions are presented to you. We’ve taken that analysis and rebuilt the entry points into our help documentation (KB<\/a>) to make it easier for you to use, simpler to find the answers you want, and with the most frequently asked questions answered right up front. And we’ve kept the search functionality that some of you have come to rely on! We’ve done all of this while making the interface simpler, more attractive, easier to use and more accessible.\"\"<\/p>\n\n\n\n

Search<\/h2>\n\n\n\n

We’ve always had a strong search functionality to our KB <\/a>pages, since many folks find the answers they’re looking for through searching. For some areas, such as Moodle help<\/a>, we have also preserved our big list of key words to help people find the answers they’re looking for, particularly if they don’t know what terms to search for. These features are definitely preserved in the new pages.<\/p>\n\n\n\n

Data Driven<\/h2>\n\n\n\n

One of the nice features of our new call tracking system, FreshService<\/a>, is that it makes it easier to analyze our incoming calls. The most frequent types of questions and calls to the Help Desk<\/a> include the following:<\/p>\n\n\n\n

  1. Swarthmore account questions, trouble and permissions<\/li>
  2. Zoom video conferencing questions<\/li>
  3. Moodle issues and questions<\/li>
  4. Registering a device on the network<\/li>
  5. High performance computing<\/li><\/ol>\n\n\n\n

    So we’ve made sure to organize our pages to make these sorts of questions the easiest to find answers to! And we have tried to do that throughout, looking at the most commonly requested help topics for each area.<\/p>\n\n\n\n

    As an example, we have a set of commonly asked Moodle questions we get asked at the start of every semester:<\/p>\n\n\n\n