IT Service Desk: Create a Knowledge Management Center Using ChatGPT

Course details

Creating a ChatGPT-based knowledge management center in your organization will enable you to capitalize on and leverage ChatGPT and GPT capabilities for a faster, more efficient, and more competitive knowledge base that can scale to automate services, serve IT desk agents in real-time, and rapidly provide updated information to self-help centers and IT teams. Join instructor Pam Baker in this course to quickly develop the skills necessary to transition to ChatGPT-based knowledge management centers, and raise the productivity both in your IT department and your organization as a whole.

Concepts

0. Introduction

01 - Welcome video
02 - What you should know

1. Creating the Knowledge Base Center using ChatGPT

03 - Determining whether to use ChatGPT as a generalist or a specialist in creating a knowledge management center
04 - Decide how to customize ChatGPT to create and update a knowledge management center
05 - Identify users and ChatGPT's roles for your knowledge management center
06 - Deciding ChatGPT output formats for knowledge management centers
07 - Creating a knowledge management center to fit the scope and scale
08 - Chat history, memory issues, and response storage

2. Preparing Content for the ChatGPT-Created Knowledge Management Center

09 - Ensuring data cleansing and data quality for ChatGPT training and knowledge management center content
10 - Aligning content in ChatGPT customizations and knowledge management centers
11 - Managing video and audio conversions and inputs for ChatGPT and knowledge management center use
12 - The pros and cons in using image inputs for ChatGPT vs. creating images for your knowledge management center
13 - Security warnings for a ChatGPT created knowledge management center
14 - Responsible AI checklist for ChatGPT created content for a knowledge management center
15 - Final content prep checklist for use in ChatGPT and the knowledge management center
16 - Challenge - Find the bias and privacy problems in this ChatGPT response
17 - Solution - Find the bias and privacy problems in this ChatGPT response

3. Common Issues with ChatGPT-Created Content for Knowledge Management Center

18 - Managing knowledge center content as it ages and the ChatGPT model begins to drift
19 - Making a plan for content maintenance after creating a knowledge management center with ChatGPT
20 - Creating and managing content in a ChatGPT created knowledge management center based on date, timing, and other sensitivities
21 - Employee mishaps and abuses of ChatGPT in creating knowledge center content
22 - Managing content using mobile ChatGPT access to the knowledge management center
23 - Discouraging shadow AI building in ChatGPT within a knowledge management center environment

4. ChatGPT-Created Knowledge Management Center Deployment and Usage Tips

24 - Working with ChatGPT sandboxes and offline work to improve outcomes in your knowledge management center
25 - Providing real-time support for a ChatGPT created knowledge management center
26 - Managing feature delays in ChatGPT versions used in your knowledge management center

Conclusion

27 - Next steps in using ChatGPT to create a knowledge management center