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A couple things I'm going to try to standardize here,
Tool Configuration Guide - These are going to be step-by-step guides on how to setup and configure a tool you'll be using yourself on the job
Common Incidents - While the technical issues that we encounter change daily, there's about 12 or so that remain constant. I want to get them all documented fully.
Common Service Requests - While the services that we offer can change over time, there's about 10 or so that remain constant. I want to get them all documented fully.
Scripts - Literally what it says, here's what you need to say to a user, word for word until you can develop your own rhythm on this particular thing.
Quick Customer Notes - The less typing you have to do for each ticket, the faster you can get through them, use these to load out your bat spec "utility belt."