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Build a database of knowledge, tips, and how-to solutions for administrators and end-users! This time-saving knowledge base helps end-users independently resolve their own issues and allows administrators to solve tickets as quickly as possible.
Find the right information when you need it, and give your end-users immediate answers – 24x7, before they ever have to submit a ticket!
For a quick overview, check out our how-to tutorial on creating a Knowledge Base and FAQ.
With the Knowledge Base, you can gather the combined knowledge of your IT department for everyone’s mutual benefit. Even if an administrator leaves or changes position, your IT department can retain his accumulated knowledge and expertise! Some features include:
Focus your energy to where it’s most important! When end-users confront simple technical issues, the Self-Service Knowledge Base helps them find solutions on their own. This reduces your overall service request volume and also ensures that you don’t need to answer the same question time and time again.
Why learn the hard way? Get instant access to correct solutions, learn from the best, and become a better IT administrator in less time. Because the Knowledge Base is completely integrated with the Help Desk, even the newest of administrators can begin resolving service requests by referring to solutions that are logged in the Knowledge Base or pre-populated in quick list items.
With the Knowledge Base at your fingertips, you can find answers as quickly as possible. This means that you can respond to issues faster, address serious issues with shorter turnaround time, retrieve solutions you’ve found before, and ensure that you are using your time as productively as possible.
When you encounter a service request for which you need an answer, it’s easy to see if the solution you need is already in the Knowledge Base. A simple search performed from within the service request shows you Knowledge Base articles with the same category as the ticket. You can also of course search within the Knowledge Base itself.
As you build your own Knowledge Base, you can also create and add items to your end-users’ Knowledge Base. From the End-User Web Portal, end-users can search for answers to their technical issues and resolve them on their own.
As your end-user types in the title of their ticket, SysAid searches the Knowledge Base for relevant items. The Knowledge Base then automatically provides suggestions the end-users can use to resolve the issue on their own without having to submit a service request.
You can customize Auto-Suggest to make the suggestions most relevant to your end-users’ needs. Results can be based on title, question, and/or answer, and you can also specify the words you wish to exclude from the search so that the results are meaningful.
It’s easy to manually or automatically add items to the Knowledge Base. You can even share and download them directly from SysAid’s vibrant Community Forums!
When you close a ticket, SysAid allows you to immediately add the specific solution of that service request to the Knowledge Base
If there are new issues that don’t already exist in the Knowledge Base, you can enter any item you wish. Add how-to instructions for the common issues that both your IT administrators and end-users face.
From within SysAid, you can upload your very own Knowledge Base items directly to the SysAid Community. Share your insights and expertise with thousands of other IT professionals around the world! You can just as easily download Knowledge Base items from these forums and automatically add them to your own Knowledge Base. Because many IT pros share the same exact problems, you’ll find hundreds of solutions that are relevant to your own IT operations.
Make your Knowledge Base items as helpful as possible! The KnowledgeBase’s intuitive customization options allow you to: