Help Desk Knowledge Base

with Web Help Desk

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Fully functional for 30 days

Knowledge management is an essential part of the Information Technology Infrastructure Library (ITIL) framework. Whether an organization is compliant with ITIL or not, when it comes to IT service support, the necessity of having a knowledge base (KB) is always integral. With turnover happening in the IT workforce, and teams getting more distributed and geographically dispersed, it becomes difficult to access technical know-how when there is an immediate need for it.

Say a complex server issue needs troubleshooting, and the SysAdmin who handles this issue has just quit the job, has gone on vacation, or is just in a different time zone and not reachable. This is where a knowledge base helps. By documenting and storing knowledge in the form of tips and tricks, KB articles, FAQs, etc., you can make sure you have access to guidance for handling recurring issues and complex issues all the time.

  1. Centralized knowledge management for IT teams

    A searchable and extensible knowledge base integrated with the IT help desk simplifies the process of adding and managing KB articles. By designating a KB manager (any one IT tech can assume this role) for controlling and managing KB addition, you can benefit from a centralized repository of valuable IT know-how that is available at your fingertips.

    • Allow IT techs & help desk staff to contribute KB articles directly and link them to specific IT issues.
    • Ensure knowledge base integrity by requiring manager approval to add new articles.
    • Grant or restrict visibility to KB content intended for end-users or for IT personnel.
    • Review & update knowledge base content before posting to the selected audience.

  2. Promote end-user self-service with dynamic FAQs in service request portal

    Web Help Desk is a Web-based ticketing system that offers powerful, built-in knowledge base (KB) to provide end-users with options to resolve common and known IT issues on their own. Help desk teams benefit from significantly fewer trouble tickets when end-users have self-resolution options at their disposal.

    • Help your end-users help themselves with easy-to-use built-in knowledge base, related FAQs, and dynamic tool tips.
    • Add embedded videos, file attachments, and rich text to KB articles to enrich the depth of information & guidance provided to end-users.
    • Familiar Boolean search ensures end-users find their desired KB articles in an easy, user-friendly environment.
    • Add unlimited KB articles to optimize the power of a comprehensive knowledge base.

    Learn more about SolarWinds Patch Manager

An affordable help desk with built-in knowledge base

Web Help Desk Starts at $695

 
  • Centralized knowledge management for IT teams
  • Easily import existing KB documentation into Web Help Desk
  • Promote end-user self-resolution with dynamic FAQs in ticket forms

 

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Fully functional for 30 days

Let's talk it over

Call us at 866.530.8100

Email us at Sales@SolarWinds.com

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