02 — Capability · BC-740.60
Service Desk & Knowledge
Give users one place to go for help and the knowledge to help themselves, so first contact resolves more and escalations carry the context the next team needs.
- Help Desk
- Service Desk
- Knowledge Management
In scope
- Single point of contact across channels
- First-line resolution and escalation
- Knowledge article lifecycle
- Self-service portal and chat enablement
Out of scope
- Deskside and device support (see BC-780)
- Training programs for users (see BC-330)
Realized by · 2
Used in · 2
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 3
- BC-740.60.10Service Desk OperationsStaff and run the contact channels — phone, chat, portal, walk-up — with the tooling and scripts to resolve common issues on first contact.
- BC-740.60.20Knowledge CurationWrite, review and retire knowledge articles so that what the desk knows is written down and what is written down is still true.
- BC-740.60.30Self-Service EnablementMake the portal, search and virtual agent good enough that users choose them first, and measure how often they succeed.