What type of documentation is important for help desk processes?

Documentation plays a crucial role in help desk processes by ensuring that both users and support staff have the necessary information to resolve issues effectively and efficiently. User manuals and guides provide end-users with the information they need to use products or services correctly, which can reduce the number of issues reported to the help desk.

On the other hand, internal policies and procedures are essential for help desk staff, as they outline the standardized processes for addressing issues, handling inquiries, and escalating problems. Having clear protocols in place helps maintain consistency and quality in customer support.

The combination of user manuals and internal policies creates a comprehensive documentation toolkit. This ensures that users have the guidance they need while also equipping help desk personnel with the framework to assist them properly. Therefore, recognizing the importance of both types of documentation is vital for a well-functioning help desk.