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We recently launched a new ERP solution at our institution. The new application replaced our aging mainframe applications for finance and HR. This brought a new interface, business processes, etc. to thousands of users. The change was a major one that heavily impacted our users. We knew that there would be a lot of questions that would be submitted to our support desk in the first couple of months as users got used to using and navigating the application. To ensure a smooth transition and to help users answer questions we created a robust knowledge base of hundreds of articles to provide quick answers to user's questions. We tied the knowledgebase to our Jira Service Desk and early on introduced users to the application so they could get used to submitting requests online and finding answers through the knowledgebase.
The knowledgebase was laid out in a way to help individuals quickly find:
In the first five months of the new application being launched, we receive over 98,000 knowledge base article views with 40,000 of those happening in the first two months after go live. This has substantially reduced the number of support issues that were submitted and has allowed us to be more responsive to customer requests.