Tag Archives: KnowledgeBase

Top knowledge champions share their secrets

Illustration of a robot with a brain

The Knowledge Base (KB) is the central repository for LITS IT documentation and the key component of Emory’s Knowledge Management process. The ITSMO Team wanted to recognize two of its most prolific users to exemplify how useful the tool can be for all of LITS. Messaging Team – Jay Flanagan “One of the things my team […]

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It’s a Great Time For Lync

Screen shot from Microsoft Lync website

As you may be aware, the UTS Messaging Team recently launched Microsoft Lync, a communication tool that offers instant messaging, phone, video conferencing, screen sharing and presentation features all in one. This flexibility has led to a surge in OIT usage and I would encourage you to start using Lync today. The OIT management team […]

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Auto-Routing Blackboard Tickets to Tier-1

Photo of Athan Gilette

One of the benefits of having a talented University Service Desk is that administrative tasks that have been handled at Tier-2 in the past can now be resolved at Tier-1 (the front door) through proper training and a focus on knowledge-centered support (KCS). Previously, the Blackboard (Bb) team has always maintained a listserv where users […]

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