Knowledge Management For Your Help Desk: What's available?

Written by zhangyuan January 23, 2008 11:10

Many help desk software applications come with a Knowledge Management (KM) module. These modules, like the helpdesk software itself, can vary widely in construction and content. Despite this variation, the Knowledge Management modules can be divided into three types: pre-populated, home grown, and structural. Pre-populated modules come with solutions already entered into them. Home grown modules are those that your organization develops for itself. Structural modules have pre-built components for a structure but no content. Each of these KM types have their own advantages and disadvantages, which are worth investigating when you plan to by helpdesk software.

Pre-Populated Modules

Pre-packages articles have two major advantages. First, the articles are ready for use when the help desk software is installed. These articles tend to be comprehensive with detailed steps. They have an established structure and framework.

The second advantage is that since someone else wrote the articles, you don't have to. When you buy a pre-populated module, you save yourself from writing the articles, developing the modules structure and repeating the efforts of another company.

Despite these great advantages, there are disadvantages inherent to pre-populated KM modules. Foremost is that the articles are generic. They only apply to products on the market and don't address your organization's specific circumstances. If your helpdesk supports applications that were developed in house or customized for clients, those applications won't be covered by a pre-populated Knowledge Base.

Another potential problem is that not all pre-packaged KM modules can accept new articles or give article feedback. If your organization needs helpdesk software that provides solutions based on previous experience, a KM module with article feedback is a necessity. (Article feedback allows you to rate how well an article answered your question.) If you decide on a pre-populated KM module, check to see that the articles can be updated, that you can add new articles which aren't part of the pre-packaged set, and that you can give article feedback.

Home Grown Modules

Home grown KM modules are the polar opposite of the pre-populated modules. When an organization decides to create its own Knowledge Management application, they get the greatest flexibility, the widest choice in articles, and an application designed to meet the organization's (and its customers') needs. The organization can create a module with the features that will best support its help desk's goal, as well as design the most applicable article structure to contain exactly the information that their customers need.

Home grown KM modules do have their drawbacks though. Like any software development initiatives, such projects can become larger and more resource intensive than originally planned. Developing for help desk software means planning, designing, coding, documenting, and implementing. These processes take a great deal of time and resources, probably more that you want to spend. Before you decide to create a KM module on your own, take the time to scope out the project. You might find a market ready module best fits your needs and that already integrates into your help desk software of choice.

Structural Modules

Fortunately, there is a happy medium between pre-populated and home grown KM modules. Structural KM modules provide the elements necessary to build an article structure, yet not restrict you to a structure or set of articles. While structural modules don't come with the conveniences of the pre-packaged articles, they also don't require your organization to undertake a major software initiative. Structural modules strike a balance between the flexibility of creating your own KM module and the rigid structure of a pre-populated module.

In addition to flexibility, many structural KM modules also contain an article feedback and multi-faceted search features. These modules are designed to suggest the most appropriate articles, no matter what the article is about or how the articles are structured.

Structural KM modules do have their drawbacks though. Your organization must write its own articles and figure out how to structure them. While these activities will take time, they also give you flexibility without the burden of developing your own module.

Many help desk software applications come with their own Knowledge Management module. You need to make sure that the KM module you buy best fits your organization. Be sure to check out all of the features available when you choose a KM module to integrate with your help desk software.