Here is how you can ensure that your service items are pulled as relevant responses to your employees' queries:
Set up the right Service items
Add specific titles
Add the primary keyword(s) i.e., the specific service that employees will ask to find this item
Examples:
Github Access”, “Apple Developer Access”, “New user Request”, “Assistance with tax computation”
Add comprehensible descriptions
- Deliver overall understanding of the service
- Easily understandable
Example:
Graphics software for digital graphics, illustrations, and typography creation. Supported platforms: Windows 8, Windows 7
Capture additional information in short description
Add additional phrases that are not captured in the title but point to the same service item.
Example:
- For service item MS Office: Excel, Powerpoint, Word, Outlook, Visio
Avoid duplication
Title, short description, and long descriptions should not be duplicates of each other
