|9:00 a.m. to 9:45 a.m. CST
||Welcome to the 2021 KnowledgeBase (KB) User Group Meeting
The KB team will provide a quick overview of the events for this week, how to join them, and methods for connecting with others in the KB user community. Live presentation with Q&A session.
||The KB team
|10:00 a.m. to 11:00 a.m. CST
||Understanding the KB Feature Request Process
Learn how to submit feature requests to the KB team, how the team manages feature requests, and which features are currently on the roadmap. Live presentation with Q&A session.
||The KB team
|11:15 a.m. to 12:00 p.m. CST
||How to Measure Your KB’s Success
Maya Knotts, student employee for the Help Desk KnowledgeBase, and Dana Gerber-Margie, Help Desk Knowledge Manager, will discuss our 2021 data analytics projects, goals, and process. This presentation will provide tips and insights on how use Tableau, Google Analytics, and the KB existing statistics to determine the effectiveness of Tier 0/Self-Service support. Live presentation with Q&A session.
||Maya Knotts and Dana Gerber-Margie
|12:00 p.m. to 1:00 p.m. CST
||Break and Lunch
|1:00 p.m. to 2:00 p.m. CST
||Submitting Feature Requests
Brainstorm feature requests with other participants and submit those requests to the KB team. Live presentation with Q&A session.
||Laura Grady and the KB team
|2:15 p.m. to 2:45 p.m. CST
||Answers: the University of Illinois KB Redesign
About a year ago the University of Illinois set out to redesign their KB environment. Please join me as I talk about a high-level view of our process, our team, the tools we used to make things go smoother, and what we learned along the way. Live presentation with Q&A session.