Build a Knowledge Base to Maximize the Shared Knowledge of Your IT Department!

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.

Share and Retain Knowledge to Work Faster

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:

• Tagging capabilities for better searching and categorizing
• Dynamic search bar
• Option to share article with end users and admins
• Voting feature to flag if an article was helpful, plus ability to search “most popular”
• Capability to import/export article to/from the SysAid Community

Reduce Ticket Volume & Redundancy

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.

 

Reduce Training Time of New Admins

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.

Improve Productivity & Reduce Response Time

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.

Find the Answers You Need, When You Need Them, and Where You Need Them

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.

Provide Your End-Users with 24/7 Support

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.

SysAid Auto-Suggest

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.

Easy Auto-Suggest Customization

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.

Quick and Simple Creation of Knowledge Base Items

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!

Automatic

When you close a ticket, SysAid allows you to immediately add the specific solution of that service request to the Knowledge Base

Manual

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.

The SysAid Community

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.

Enrich Knowledge Base Content with Images & Media

Make your Knowledge Base items as helpful as possible! The KnowledgeBase’s intuitive customization options allow you to:

• Attach any files you want: software patches, detailed installation documents, and any other file that will help you, your administrators, or your end-users
• Embed links to articles, electronic forms, FTP links, and other resources
• Use full HTML capabilities: format the font, add pictures, and design the item as you see fit
• Embed media files, how-to tutorials, YouTube frames, and more!

The Result: Preserve the valuable IT knowledge that your organization has accumulated over the years. Resolve issues faster, help your end-users help themselves, and boost your productivity!