Most service desk teams know they should document resolved incidents. Most don't because there's always another ticket waiting. The result: a knowledge base that stays thin, operators writing the same answers from scratch every day, and AI suggestions that miss the mark.
Not because the technology is bad. Because there's nothing good behind it. Getting your knowledge base into shape doesn't have to be a project you figure out alone. That's exactly what the Knowledge Management Service is for.
What is the 'Get Ready for AI’-Service?
Our consultants work with you to get your knowledge base structured, up to date, and ready to deliver whether you're starting from scratch or cleaning up what's already there.
The focus is practical: no theory, no frameworks for the sake of frameworks. Just a clear setup that your team can actually maintain and that gives your AI features the right input to work with.
What you get
- An assessment of your current knowledge base: structure, quality, and completeness
- Guidance on setting up or restructuring your knowledge base
- Advice on making knowledge management a daily habit for your team, not a project that gets pushed back
- A setup built for AI: so that features like AI Answer Assistant give suggestions your team can actually use
- Implementation support: including for teams that are just getting started
Why now?
Your AI features are only as good as the knowledge behind them. With new AI features now available in the incident card, the quality of your knowledge base has a direct impact on the results your team gets. A targeted clean-up or a proper setup from scratch whatever you need, this is the moment to get it right.
How to request this service
You can request the 'Get Ready for AI’-Service’ in two ways:
- Via MyTOPdesk: log in and submit your request directly
- Via your account manager: reach out and they help you further
Want to learn more first?
Join our webinar How to set up your knowledge base for AI success for a practical look at what good knowledge management looks like and how it directly unlocks your AI features. Register here