Browse Tag by Template

Knowledge platform for service and support processes – cooperation with marillabax

Since the beginning of 2015 we welcome service specialist marillabax as a partner at Hallo Welt!
With marillabax we develop a wiki that is not only functionally, but also matches perfectly to the content-related needs of service and support employees. The result of this partnership is called „b-know“, and it is introduced on CeBIT 2015.

Radovan Kubani and Marilla Bax raising mugs to the cooperation at CeBIT 15
Radovan Kubani and Marilla Bax raising mugs to the cooperation at CeBIT

Ms. Bax explains:

When companies talk about service and support, they often mean their telephone or e-mail hotline or when the service technician is solving problems right away.
This is why service is still considered as a necessary but unpopular cost center. Successful companies are demonstrating how service can be more than a cost driver – namely a customer oriented department which supports competitive differentiation and adds value to the company.

To achieve this, a lot of companies buy elaborative consulting processes or expensive training initiatives.
b-know is an internal, wiki-based knowledge platform for all service and support processes and the necessary expertise knowledge. With the help of b-know, companies can reorganize their service and position themselves as customer oriented. All concerned parties have quick access to the expert knowledge, handbooks or FAQ’s they need – this is knowledge management at its best.

Knowledge management in service and support

b-know is available for three industries: IT companies, IT organisations and mechanical engineering. For those industries you will get predefined templates and best practices as a basis, which you can adapt according your needs. New processes can be easily implemented. With the help of b-know companies can profile their service organization much more efficiently, structured and with a higher quality. As a result they save costs and gain additional sales in service and support.

b-know is based on the wiki platform BlueSpice developed by Hallo Welt! and enriched with special service handbooks and contents from marillabax.
More information on the BlueSpice website.

Advent calendar 15: Create and provide page templates

15-Advent-Calendar-PageTemplate

Page templates easen the process of creating new articles in the wiki, because they provide a pattern for the content. Users get a clue of what information is needed here and what is missing. The templates also cause a more homogeneous structure for articles of the same content area.

Here´s a description how to create and provide page templates:

Create a new page in the namespace “template”, for example “Template:Organization”. You can edit and format this page like usual – add headings, tables and boxes here to create the framework for the content, which should be added. After you saved the structure for the page, you need to make it available for your users.
You need administrator rights, because this must be done in the admin tab in the left navigation. There you will find the menu item “Page templates”. Click on the green button to add a new template and a dialogue opens.

BlueSpice223-PageTemplates-Add-template-en
Make a template available for all users

First, choose the name of the template (e.g. Organization) and add a description to explain the use of this template. The template name and the description will be shown in the selection, when someone creates a new page. Now, choose the namespace, in which the template should be provided. In the next drop-down menus, you can choose your template. In case of our example, this will be “Template” in the menu for the template namespace, and “Organization” in the menu for the template. Confirm your changes and the template will be added. If an user creates a new page in the namespace you assigned, he will get the possibility to choose the template and start writing with the given structure of content.

Choosing a template
Choosing a template