SysAid Knowledge Base
SysAid Knowledge Base is a knowledge management database for tips and how-to solutions. Admins can capture, develop, share, and effectively use knowledge relating to solutions to IT issues, and also provide end users with relevant self-help information.
Capture, Retain, and Share Solutions to Work Faster
The Knowledge Base is integrated within the SysAid Help Desk so IT users can easily find relevant knowledge articles from within a ticket and actively suggest relevant articles to users. The Knowledge Base can be managed separately for IT teams and for end users (self-service and self-help).
Provide Your End Users with 24/7 Support
Within the Self-Service Portal, end users can access FAQs (frequently asked questions) or search for answers to technical issues and resolve them through self-help. This not only provides an alternative IT support channel, it also offers out-of-hours support for IT teams with limited support availability.
Quick Creation of Knowledge Base Items
Attach Images and Media to Knowledge Base Content
Easy Auto-Suggest for Self-Help
As end users begin typing in an issue (as the ticket title) in the Self-Service Portal, SysAid automatically searches the Knowledge Base for relevant knowledge articles. The Knowledge Base then provides knowledge article suggestions that end users can use to resolve their issue by themselves, without actually having to submit the ticket. You can customize the Knowledge Base Auto-Suggest capability based on title, question, and/or answer to optimize suggested knowledge article relevance.
Attach Knowledge Base Articles to Entities in SysAid
You can link a Knowledge Base article to assets, service records, CIs, SLAs, and almost any entity in SysAid, making the relevant information visibly available within tickets that involve any of these entities. For example, you may have a knowledge article on how to solve a paper jam on a specific printer. If you add that article to the printer’s CI or asset record, then a link to the article appears in any ticket related to that printer, ensuring that IT support teams follow solution models that have already been set up in your organization.