Questions very often are more important than answers. Just ask one of our consultants on the SAP KaaS Virtual Helpdesk. Where an answer only provides whatever specific information is required to respond to the question, the question can be about anything at all. So questions reveal what people are interested in; what they don’t know; and where you may need to do a better job of explaining. Questions are also a handy way to tag information (as in an FAQ) so people can find the information faster. Reading (or hearing) someone else’s question may also prod you to realize that maybe you don’t really know everything you thought you knew — or that other people don’t know what to you seems obvious.
So it was at Sapience2009, when someone asked who was the intended audience for our SAP Virtual Helpdesk — regular end-users (like for password resets, etc.) or SAP super-users & professionals looking for advanced help. After more than 20 minutes of explaining the helpdesk functions and providing samples of various questions on both the technical and business side, I had to wonder if this person had been paying attention.
The answer is SAP super-users and professionals seeking advanced consulting help. It’s a helpdesk for helpdesks.
Of course, maybe the person asking the question was paying attention. Perhaps the problem is with the definition of helpdesk itself. It could be that the helpdesk has become so closely identified with the end-user for so long that the idea of a helpdesk for people providing help is just too big a stretch. It could also be that the necessary differences between a “helpdesk for helpdesks” and a “regular end-user helpdesk” are not as obvious as they seem to us.
So maybe we should have included in our presentation a slide that compares the two. So here goes . . . compared to the regular kind, a helpdesk for helpdesks or what we call "KaaS Helpdesk":
- Is staffed by a wider range of specialists
- Has deeper expertise in those specialties
- Is staffed by consultants skilled at helping other SAP professionals
- Employs a pay-as-you-use model because customers don’t need this much expertise all the time and so should only pay accordingly
What makes this concept possible is the cloud delivery model — a much more recent development that the helpdesk itself. It is the cloud that lets us provide such a high level of support and scale it at an affordable price for so many customers.