Knowledge management is the key to a truly efficient helpdesk. Service Desk provides you with efficient knowledge creation, publication, and distribution processes that can help you speed resolution times, reduce frustration, and empower end users to solve their own problems.
Knowledge management features allow you to:
- Access FAQ and knowledgebase articles (KBAs) based on a user's role and status
- Convert solutions to KBAs in real-time from within an incident
- Manage the approval process for all articles
- Find information using expert systems' search tools and allow users to create custom views
- Manage and organize KBAs and FAQs by topic or frequency of request
- Maintain an audit history of all articles