Why should you be spending so much time answering the same questions over and over again?<\/p>\n
If users have to navigate away from a SharePoint workspace in order to search a help site for guidance, expect a burdensome traffic of help requests.<\/p><\/blockquote>\n
Among companies that have deployed SharePoint, some blame SharePoint user adoption<\/a> failure on technology but others put the blame on their IT teams. Sometimes, the blame falls on your own job performance<\/strong> as a SharePoint admin or a chief information officer.<\/p>\n
In many cases, here is a scenario that usually seems inevitable.<\/p>\n
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- After SharePoint deployment, you may see your productivity plummet due to a daily deluge of help requests tickets from end users.<\/li>\n
- Most of such tickets are explained by the gaps in knowledge that end users have about the platform\u2019s capabilities, workflows, and governance policies<\/a>.<\/li>\n
- When a user submits a ticket and has to wait for hours for a reply before they can continue with a task at hand<\/em><\/strong>, they will ultimately abandon SharePoint.<\/li>\n<\/ul>\n
You may not delegate nor automate some end user support tasks but there are other tasks that you may fully automate<\/strong>.<\/p>\n
When done effectively, you free up your time and be able to focus on IT work that absolutely requires human intervention.<\/p>\n
You don't have to do everything manually<\/h2>\n
For most IT departments, here is what happens to user support, typically.<\/p>\n
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- For tier 1 support<\/strong>, they attend to the helpdesk queue to provide how-to information to one user at a time and to solve basic user accounts issues one at a time. Also, they process questions relating to restrictions imposed by governance policies one at a time. Can end users do these on their own? Yes, they can, you just need to give them access to step-step guidance<\/a>.<\/li>\n
- For tier 2 support<\/strong>, they play the role of site managers, configure web-parts, and create workflows to respond to the need of end users.<\/li>\n
- For tier 3 support<\/strong>, they play the role of farm administrators; optimize infrastructure, and build user-requested custom applications, especially in the case of SharePoint On-premises.<\/li>\n<\/ul>\n
Curiously, IT teams tend to perform all the tasks in the 3 levels of support manually. This is too much work.<\/em><\/strong><\/p>\n
There are reasons why tier 2 support and tier 3 support will always need a human touch but tier 1 support can easily be fully delegated to the machines.<\/p>\n
Let the machines do your work<\/h2>\n
Why would a user go through so many pages and clicks when they can just drop a few words on the helpdesk and wait for a reply?<\/p>\n
In today\u2019s fast-paced world of digital transformation<\/a>, for businesses, it takes greater automation of processes<\/em><\/strong> to stay ahead of the competition; and for IT teams, it takes greater automation of user support<\/em><\/strong> to maintain higher job performance.<\/p><\/blockquote>\n
To free up your time for much higher value questions and be able to focus on the most impactful IT tasks, enable self-service as much as possible.<\/p>\n