Knowledge Management for the service desk
Corporate knowledge is a valuable asset. This is especially true in a support environment where the knowledge to describe, diagnose, fix or work-around an issue means the difference between an immediate fix, and a long-drawn out information gathering exercise.
This is where the integrated HelpMaster knowledge base can can really help.
What is a knowledge base?
A knowledge base is a searchable collection of knowledge base articles that assist those working in technical environments to quickly locate answers to common questions and technical challenges. Think of a knowledge base article as a categorized document that contains all of the information to diagnose, troubleshoot and correct a particular issue.
A knowledge base article can have links to other articles, as well as external file attachments.
How to implement a knowledge base?
Each knowledge base article that is stored in HelpMaster is classified, organized and sorted according to its relevancy and relationship with other helpdesk artifacts. This allows the helpdesk technician (and clients of the helpdesk) to browse the knowledge base according to different groupings, or to perform complex, full-text searches using full Boolean logic. Knowledge base articles within HelpMaster can either be written in plain text, or in full HTML. Using the latter, it is possible to embed images, graphics, hyperlinks, attachments and other formatting options that are support within the HTML specification, such as styles, bold, italics, bullet points and more.
Once a knowledge base article has been written, it can be integrated into the actual job-logging process. This allows helpdesk staff to quickly find answers to issues at the 1st point of contact.
Use knowledge for the web client self-service
Every knowledge base article within HelpMaster has the ability to be marked as "web-enabled". If checked, this means that this particular knowledge base article will appear in the HelpMaster web interface. This allows your clients who use your web portal to find their own answers to their problems, thus saving a call to the helpdesk.
Moreover, once a client has found a knowledge base article, they can provide feedback on the quality and helpfulness of the article. This will help your knowledge base authors to keep on top of document maintenance and ensure that all content is relevant and useful.
Search results are ranked, rated and displayed in a familiar web-search layout