While your knowledgebase can’t cover every error message out there, it can definitely help customers to recognize and problem solve the ones which appear the most. One common example is the HTTP 404 error. While you as an IT professional know this isn’t an issue you need to troubleshoot, clients looking at such an error tend to reach for the phone.When writing the knowledge base article focus on the simple solutions that any non- techie can implement. Encourage your customers to hard refresh the page using Ctrl + F5, check for obvious typos or mistakes in the URL, or move up a level in the directory to try to find the page they are looking for.
Sometimes, it’s your own network problem rather than the website.First, list quick fixes like hard resetting your laptop by removing the battery, or disabling Windows Firewall. You can then include more intricate problem solving such as reinstalling devices and drivers. The benefit of self service for this kind of query is that you can lay out what a client needs to do, giving them methodical information which they can follow step by step.
- Echo. An echo on a conference call usually means that you have more than one person on the call from the same room. Try calling from one line, with multiple people listening in instead.
- Delay. Is there an awkward lag on the line? It could be that you are overloading the system. Switching to a conference phone is one way to avoid overwhelming the service.
- Audio Issues. If you’re struggling to hear, it’s easy to assume there is a problem on your end. Have you considered that the host of the call might have their own volume set too low? It’s worth running a test sound check before you begin, ensuring that everyone has good quality audio.
All MSPs will recognize the panic in the voice of a customer who has lost the files they have been working on, or accidently deleted something important from their computer. Luckily, there are plenty of easy ways to get deleted files back. This Knowledge Base article should focus on the first place a client should look when they’ve lost a file. Start by sending them to the Recycle Bin. If they have used Shift D, or already emptied the Recycle Bin, they could try restoring a previous version but keep in mind that you’ll need to give them detailed, step by step instructions on how to do that including navigating to the folder where the file originally was, right clicking, and then choosing the option to Restore Previous Versions.File Recovery Tools can also be used to find deleted files and folders, even if they weren’t installed before the file was lost. It’s worth linking to one that you trust, to give your client immediate access to the next step if it’s necessary.
Most IT professionals dread this query. How many times have you asked a client if they checked the paper loader or if the printer is plugged in? Giving your customers the option to solve their own printer problems could avoid such questions (and awkward situation) in the future. Let’s give them the benefit of the doubt that the printer has been turned on, and has paper loaded into the tray (but maybe you should still mention this at the top of the article, just to make sure)One quick fix you can offer, is using a USB cable for a Wireless printer. Connectivity problems are common, and this step can help them rule that issue out. Your knowledgebase can also offer your clients alternate ways to print their documents, alleviating their frustration in the short-term while they wait for a permanent solution. One great example is Google Cloud Print. As long as you have a PC connected printer and an Android device, you can print directly from your mobile. Similar apps are available for iOS.