Service Desk Knowledge Base Articles

Solarwinds service desk offers an employee self service portal with a knowledge base help desk full of step by step articles and tutorials.

Service desk knowledge base articles.

When agents view a request the knowledge base recommends related articles that they can reference or share with customers. Hi is there a way to display all the knowledge base article titles with links on the home page of the service desk portal. Without a knowledge base your organization runs the risk of inconsistent support lengthy telephone calls and unhappy customers to name but a few of the associated issues. A knowledge base is arguably one of the most important tools that your organization s it service desk needs.

A full fledged kbase will help improve agent productivity and customer satisfaction. Linking jira service desk to confluence and using it as a knowledge base lets your agents share their expertise through knowledge base articles and how tos. What is knowledge base. Important things to note.

A knowledge base kbase is an organized repository of relevant data structured with it best practices and knowledge gained from practical experiences. A knowledge base is one of the best self service tools you can provide for your customers. The service desk knowledge base benefits your team and your customers by. However due to the fact that the related knowledge base articles does not have labels applied we have found that the results which are returne.

Letting customers help themselves by searching for articles in the help center gathering customer feedback to lead to more relevant and helpful article updates helping agents solve requests faster by sharing articles with customers or referencing articles while they work. Hi we have our jira service desk server instance linked to a confluence knowledge base space and the searches of this kb works well when we use labels. How to build an effective help desk knowledge base. They can be linked from requests searched in confluence or shared via direct links.

Your service desk will search the confluence space you have linked for any articles that contain keywords in the request s summary field. Taken from msp page. I m not sure our users public will necessarily know what to search for and the titles would give them a useful hint.