What is the impact of linking knowledge articles to Help Desk Requests? Has it led to reduced Request resolution times and reopenings?

Subject Areas

The following subject areas contain the folders and attributes needed to answer this business question:

• Help Desk - HR Service Request Summary

• Help Desk - Internal Service Request Summary

Job Roles

The following job roles secure access to the data related to this business question:

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

• Next Gen Human Resource Help Desk Administrator

• Next Gen Human Resource Help Desk Agent

• Next Gen Human Resource Help Desk Manager

Duty Roles

The following duty roles secure access to the data related to this business question:

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

• Next Gen HR Help Desk Administrator Transaction Analysis Duty

• Next Gen HR Help Desk Agent Transaction Analysis Duty

• Next Gen HR Help Desk Manager Transaction Analysis Duty