Imagine this: A support agent successfully solves a brand-new problem and proactively documents the solution in a knowledge article with the simple intent of ensuring that if a similar case rears its head again, the knowledge required for resolution is a mere click away.
But here’s the twist: what if the solution already lurks somewhere in our vast knowledge base? How do you determine which support cases are genuinely new and which fall under the category of known issues? Is it a triumph of proactiveness, or is it an inefficiency in knowledge management?
Well, this is where New vs. Known Case Analysis comes into the picture. It is a strategic approach that unveils the secrets of proactive support, one knowledge article at a time. In this blog post, we’ll delve into the intricacies of this analysis, exploring its significance, benefits, and how it can transform your support operations.
Classify and Manage Support Cases with New vs. Known Analysis!
In support and incident management, distinguishing between “Known” and “New” cases is crucial for efficiency and customer satisfaction.
Known Issue
- Analysts check the knowledge base for known issues.
- Benefits: Saves effort, reduces resolution time, boosts first contact resolution rates, cuts costs, and enhances customer satisfaction.
- In a mature Knowledge-Centered Service (KCS®) environment, 65%-85% of cases should be known.
- Reuse counters indicate issue frequency and trigger problem record creation.
New Issue
- When no existing knowledge article matches the issue.
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Benefits: Boosts expertise, prevents redundant work, enhances problem-solving, and promotes learning.
Analysts resolve and create a new knowledge article. - Capturing new knowledge is essential to prevent knowledge loss and help other agents to learn.
How New vs. Known Analysis Helps Improve Support Operations
New vs. Known Analysis is the cornerstone of proactive support, allowing support teams to align their resources efficiently, ensure speedy resolutions, and maintain customer satisfaction. But how? Let’s find out:
- Classifying Cases as New or Known: Determining which support cases are genuinely new and which fall under the category of known issues can be a daunting task. This classification is no trivial feat. It is the foundation upon which proactive support is built. By identifying whether an issue has been previously documented, support teams can optimize their resource allocation, ensure efficient resolution, and minimize customer frustration.
- Recommendation of Articles to New Cases: When a new support case emerges, the prompt recommendation of relevant knowledge articles is paramount. Imagine a customer reaching out with an issue that has been resolved before. Failing to recommend the appropriate article can lead to prolonged resolution times, customer frustration, and increased support costs. New vs. Known Analysis helps ensure that the right articles are suggested at the right time, enhancing the support experience.
- Grouping Similar Cases (New and Known): Support operations often encounter recurring issues, whether they are new or known. Grouping these cases based on their similarities is instrumental in streamlining support processes. It facilitates the identification of patterns, the detection of recurring problems, and the implementation of preventive measures. By categorizing cases effectively, support teams can not only resolve issues efficiently but also work proactively to prevent them from recurring.
Explore the Possibilities of New vs. Known Analysis with Knowbler!
In the world of support, making this distinction is easier said than done. That’s where tools like Knowbler come into play. Knowbler offers a range of features, including automated case and title generation, duplicate flags, new vs. known issue classification, and content health checks. With such tools at your disposal, you can supercharge your support operations and ensure that proactive support becomes not just a possibility but a reality.
If you wish to dig in about Knowbler and its “New vs. Known Analysis” feature, then read this blog. And if you are ready to embrace the era of proactive support? Try Knowbler today and revolutionize the way you manage support cases and knowledge articles!
