Self-serve Knowledge Base: Point, click, and Know IT!

by Elizabeth Jenike

Did you know IT Services actively curates a treasure trove of information dedicated specifically to the technologies we support?

If this sounds familiar, that’s because it is. The Knowledge Base is the only place you can find up-to-date information about the services, technologies, and projects supported by IT Services. Here, you can browse articles about how to find your Banner+ number, or how to use the Cisco AnyConnect VPN (these are both in the top five most popular articles, by the way!).

As always, the KB provides tech knowledge to a wide audience, and people are taking advantage of it. Here are some recent statistics:

  • For the time period of October to December 2017, organic traffic to the KB (people clicking from a search engine, such as Google) increased 174 percent year over year from the same time period in 2016.
  • There are over 1,500 articles available for public search in the KB—nearly 2,000 if you include the ones we’re using for internal procedures.
  • In February, more than 10,000 unique users visited the KB.
    • More than 8,000 of those were new users.
  • People typically spend around 4 minutes in the Knowledge Base and view an average of 4 pages during that time.

In short, we’re getting a lot of foot traffic through the halls of knowledge.

Here’s a list of a few of the most visited articles:

  1. Find my Banner+ number
  2. Use Cisco AnyConnect VPN on macOS
  3. Manage my two-factor authentication settings
  4. Find my UniqueID and MUnet password
  5. Contact MiTech about my personal computer

The question: What kinds of things can you find in the Knowledge Base? The answer: nearly everything!

Well, what are you waiting for? Point, click, and Know IT!

self serve in red letters