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Self Service Knowledge Base Management

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The Web Help Desk's web-based software includes a Knowledge Base Management module that allows your service desk team to document best practices and solutions to common problems in an online knowledge base. The FAQs Knowledge Base acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and providing invaluable KB Articles to support techs in a snap! Our Kbase functionality also helps in improving the average "First Call Resolution" timing significantly, as technicians find FAQ answers to problems quickly.

Endusers and customers experiencing technical challenges can self-service the answer to their problem by accessing the web-based FAQs self-service section of the Web Help Desk online web portal. Once on the FAQs Knowledge Base interface, endusers may click through the tiered Categories to find the self-service answers they are looking for. Self-Service FAQ Articles may also be searched by an enduser based on an asset make/model, keyword, and/or actual FAQ Article Number (helpful for sending a phone-in support call directly to the answer to their request).

A Question and Answer format is used to intuitively display Knowledge Base Articles. Each Article may have any number of file attachments associated, rich-text elements, and hyperlinks to other web pages or supporting Knowledge Base Articles.

Articles also have a Star Rating option for endusers to score the usefulness of the specific Knowledge Base Article. Self-Service Article ratings are tremendously useful for Knowledge Base Administrators, as a KB Administrator can easily search for low rated KB Articles within the Web Help Desk software Technician Interface, as KB articles become out-dated, erroneous, or may now link to dead links.

Web Help Desk Self-Service Articles can be made visible or not visible based on an enduser's department or location. Also, Knowledge Base Articles can be flagged to be visible to Service Desk Personnel ONLY, so that your organization may build an internal Technician Knowledge Base, without cluttering enduser's views with overly Technical articles or with sensitive information, such as, "how to login to server XYZ".

Knowledge Base Article Generation

Any Trouble Ticket within the Web Help Desk software is eligible to become flagged as an FAQ Article. Thus, a technician recognizing a repetitive support issue can easily flag a resolved ticket as a knowledge article. However, the article is flagged as "unapproved" and not visible to the general public. This allows for your Knowledge Base Administrator to review the submitted FAQ, modify, and add content. Once finalized, the KB Admin can then select audience of visibility to this article and "approve" it into the Knowledge Base.

Knowledge creators may easily add any number of file attachments and rich text to effectively convey and highlight important items within a Kbase Article.

FAQ Knowledgebase Items may also be imported into the Web Help Desk software via a point-and-click importer. CSV or TSV spreadsheets may be used for the import of knowledge. A real-time FAQ Template generator is located in the web-based importer to provide a snap-shot of how the imported data is to be formated.

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