What is the purpose of this knowledgebase?

The purpose of this knowledgebase is to share questions and answers among the 43 Help Desks we have at UCLA. Some of our technology questions are specific to our departments, but our guess is that there are a large number of common questions. We believe that as the campus computing infrastructure becomes more and more interdependent, there is great value in sharing what we learn and know.

Think of this as a database of FAQs.

Target Audiences

• First, our various help desk staff and student workers – if we don’t use it no one will.
• Second, campus groups and organizations such as Campus Web Publishers, UCLA Programmers Exchange, CSCs, etc.
• Staff, students and faculy – once we have enough in here that it’s worth sharing.

Use Cases

• share writeups or tutorials
• short FAQs to help with accuracy and training of student help desk workers
• advertise obscure information, but useful, info on your own website
• share your bookmarks and resources as you learn new technology
• after a three hour search through MSDN, save the solution to an obscure problem so you and others can find it easily the next time
• (potentially) daily reports can be made to see what questions are most popular
• answers can be refined by others on campus to elaborate or make them clearer

For the full writeup of the project, use cases, etc. See the project page at
http://www.sscnet.ucla.edu/consortium/index.pl?KnowledgeBase