© 2010 Dovetail Software Inc.

Solutions 101

Re-Use, don’t Re-Create knowledge

© 2010 Dovetail Software Inc.Solutions 101

What

• Re-usable knowledge• Knowledgebase article• KB• Workflow Item (Queueable Object)

© 2010 Dovetail Software Inc.Solutions 101

Why

• Allows us to re-use knowledge• Amongst Agents• With Customers

© 2010 Dovetail Software Inc.Solutions 101

Separation

• Answers should be separate from the case• Answers become Solutions, separate from the

case• Allows for re-use• Solutions can be “Linked” to the case

© 2010 Dovetail Software Inc.Solutions 101

Where

• Clarify Client• Dovetail Agent• Dovetail SelfService (Only Public solutions) • Dovetail Agent Lite (Read-Only)

• Dovetail Mobile (Read-Only)

• Custom (e.g. Knowledgebase on dovetailsoftware.com)

© 2010 Dovetail Software Inc.Solutions 101

Terms

• KCS Knowledge Centered Support• PRS Problem Resolution System• KM Knowledge Management

© 2010 Dovetail Software Inc.Solutions 101

Data

• Title• Problem Description• Multiple Resolutions• File Attachments

© 2010 Dovetail Software Inc.Solutions 101

Linking

Case Solution Change Request

© 2010 Dovetail Software Inc.Solutions 101

Linking

• Why Link?

© 2010 Dovetail Software Inc.Solutions 101

Example Workflow for a SolutionCreate Solution

Status: DraftDispatch to

Solution Review queue

Accepted by someone in the KM group into their WIPbin

Change Status to Rejected

Change Status to Approved

Optional: Mark as Public

Assign to Solution Librarian

Approved?

Yes

NoAssign back to Creator

© 2010 Dovetail Software Inc.Solutions 101

Example Workflow for a Solution (cont.)Solution marked

as Approved

Accepted by someone in the KM group into their WIPbin

Change Status to Retired

Change Status to Approved

Assign to Solution Librarian

Still Relevant?

Yes

NoAssign to Solution Librarian

Business Rule: Fires in 6 months

Marks status as Needs Re-ReviewDispatches to Solution Review Queue

© 2010 Dovetail Software Inc.Solutions 101

Workflow

Case Solution Change Request

Change Request is Fixed/Closed

Business Rule: Notify the Solution Owner

Business Rule: Notify all of the case owners

Business Rule: Notify all of case contacts

© 2010 Dovetail Software Inc.Solutions 101

Finding Solutions

• Query• Search

– Clarify full text search– Dovetail search

© 2010 Dovetail Software Inc.Solutions 101

Challenges

• Plain text• No Images• No multimedia• Attachments are not searchable (WIP)

• Only 1 solution can be linked to a case

© 2010 Dovetail Software Inc.Solutions 101

Customizations

• Relate Solution to Part/Product (FOCUS)

• Rich Text (Mead Johnson)

• Status

© 2010 Dovetail Software Inc.Solutions 101

Ideas

• Dynamic FAQ• Solutions Created as employee metric• Rich Text• Multimedia• Search Attachments

© 2010 Dovetail Software Inc.Solutions 101

Additional Readings

http://www.serviceinnovation.org/knowledge_centered_support/

http://en.wikipedia.org/wiki/Knowledge_management

© 2010 Dovetail Software Inc.Solutions 101

Shut up already!