Service Desk Knowledge Base Articles

A knowledge base kbase is an organized repository of relevant data structured with it best practices and knowledge gained from practical experiences.

Service desk knowledge base articles.

A full fledged kbase will help improve agent productivity and customer satisfaction. These resources address a wide range of tech questions and concerns allowing. A knowledge base is one of the best self service tools you can provide for your customers. What is knowledge base.

Use these 10 stellar knowledge base examples for inspiration. The service desk knowledge base benefits your team and your customers by. When agents view a request the knowledge base recommends related articles that they can reference or share with customers. Your service desk will search the confluence space you have linked for any articles that contain keywords in the request s summary field.

Important things to note. 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. 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. They can be linked from requests searched in confluence or shared via direct links.

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. How to build an effective help desk knowledge base. 10 great knowledge base examples from top to bottom a.

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. A knowledge base is arguably one of the most important tools that your organization s it service desk needs. 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.