One of the most pressing challenges within the field service industry is the struggle to hire technical talent, as experienced technicians are continuing to leave or age out of the workforce. Younger, more inexperienced technicians don’t have the same wealth of knowledge as their more experienced colleagues. Ultimately, many field service organizations will also need to augment their workforce with contract technicians to scale and meet service demands.
In this research paper, we will provide the next steps and best practices for developing a rich knowledge base using automated knowledge capture tools. This knowledge base will enable your field service operation to continue to scale, even within an industry environment characterized by increasing complexity and competition for talent.