Help Desk Knowledge Base

Centralize solutions, streamline issue resolution, and enhance service delivery

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Faster problem solving

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Helping agents

Supporting individual users

Achieve faster resolution with an AI-powered knowledge base

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Customers trust our knowledge base capabilities for their simplicity in use and their power in providing a better customer experience. While the knowledge base is centralized in one location, making solution management easy, it's connected across multiple places in the product, providing powerful access to in-the-moment knowledge. Whether a help desk agent needs to send a solution to a commonly submitted incident or an end-user is suggested answers before even submitting a ticket, our AI-powered knowledge base creates a better experience for everyone.

The AI connection to our IT knowledge base is one reason customers reported reducing the number of tickets submitted by an average of 21%.

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Knowledge created once and shared by AI everywhere

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Centralized knowledge and solutions do not help if access to the knowledge is difficult, limited, or time-consuming for everyone. Users can access the help desk knowledge base directly, browsing through categories you create or searching the knowledge base directly. However, the true power is the AI-driven connection of our knowledge base to the Employee Self-Service Portal, Ticket Forms, Virtual Agents, and Incident Management system. Our Smart Suggestions AI system monitors search bars and submission forms as users enter queries, providing a pop-up of articles most likely to solve their problem.

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Helping customer support agents help each other

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Not only is the help desk knowledge base a great tool for end-users, but agents frequently use it to resolve tickets. The incident management system shares a two-way connection with the IT knowledge base, suggesting articles that agents can send to end-users and allowing agents to create new articles while resolving an active incident. Solutions can also be tagged as “internal” for any documentation only accessible by agents.

Administration, management, and solution creation are also very intuitive. New solutions created can contain text, tables, links, images, GIFs, and embedded videos. Knowledge Base articles are grouped by categories assigned to each solution. Data is captured to understand the use of each solution, including views, the number of attachments to tickets, and the end-user rating of each solution.

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Improve customer satisfaction by delivering the power of knowledge right to the users

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What’s better than resolving an end-user's support ticket in record time? A user never has to open a support ticket in the first place!

Our SolarWinds Service Desk knowledge base provides end-users with intuitive access to any solution you want to make available. With AI making suggestions based on queries entered by users, the likelihood of users finding a solution without ever opening a support ticket increases. Interacting with IT becomes an enjoyable experience, with an easy-to-access knowledge base giving users the answers they need right when they need them.

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Get More on Knowledge Base Software

Do you find yourself asking…

What is knowledge management?
What is a knowledge base?
What is knowledge base software used for?
Why is a knowledge base important?
How does knowledge base software work?
Knowledge base best practices
Related Features

Knowledge management (KM) is a systematic and strategic approach to identifying, creating, organizing, storing, retrieving, and sharing an organization's knowledge and information assets. The primary goal of knowledge management is to facilitate efficient and effective decision-making, problem-solving, learning, and innovation within an organization. It involves processes, practices, and technologies to help individuals and teams access the right information and expertise when needed, ultimately enhancing the organization's performance and competitiveness.

Knowledge management in the context of IT issues involves the systematic organization and use of information, solutions, and best practices to solve technical problems effectively.

It enables IT teams to resolve issues more smoothly, while empowering end-users to deal with technical problems themselves. A key component of knowledge management for IT issues is the creation of a comprehensive internal knowledge base. This help desk knowledge base serves as a centralized repository containing a wealth of information, including troubleshooting guides, frequently asked questions (FAQs), and step-by-step instructions and solutions to common IT problems.

While some knowledge base platforms are simply indexed encyclopedias, most of today’s platforms rely on artificial intelligence. Artificial intelligence allows these data libraries to provide IT technicians and employees with step-by-step answers to common and complicated questions alike. Every time a new ticket enters the system, an AI-driven knowledge base platform evaluates and aligns the ticket with the most relevant information within its repository of resources. For example, suppose a ticket is submitted regarding a computer shutting down unexpectedly. In that case, the knowledge base search engine—fueled by artificial intelligence—can quickly find the most appropriate resource on the topic.

Since learning is a critical component of an effective knowledge base solution, these platforms are considered CASE-based systems. A CASE-based system is one in which problems are solved by evaluating the solutions of similar past problems. Similarly, knowledge base platforms are also often categorized as intelligent tutoring systems.

A comprehensive knowledge base management system will efficiently sort and store hundreds of images, documents, and videos addressing a vast array of topics, but for a knowledge base to truly work effectively, IT administrators must begin with the basics. Here are a few tips to keep in mind when building a robust knowledge base:

Organize Existing Content: Before launching an AI-driven knowledge base management system, it’s important to corral existing information. This means connecting with members of every department—from marketing to HR—to access the documents they turn to when questions arise.
Create Consistency: It’s important to craft a style guide for your knowledge base software to ensure the information stored within it has the same look and feel. This allows for greater readability and helps ensure information can be accessed quickly and efficiently.
Keep It Accurate: Implement a review process to ensure that any new solution entering your knowledge base features only the most relevant, up-to-date information. Inaccurate or poorly written information will only defeat the purpose of the self-service knowledge base, forcing employees to submit tickets when they can’t access accurate answers.

Knowledge management (KM) is a systematic and strategic approach to identifying, creating, organizing, storing, retrieving, and sharing an organization's knowledge and information assets. The primary goal of knowledge management is to facilitate efficient and effective decision-making, problem-solving, learning, and innovation within an organization. It involves processes, practices, and technologies to help individuals and teams access the right information and expertise when needed, ultimately enhancing the organization's performance and competitiveness.
Knowledge management in the context of IT issues involves the systematic organization and use of information, solutions, and best practices to solve technical problems effectively.
It enables IT teams to resolve issues more smoothly, while empowering end-users to deal with technical problems themselves. A key component of knowledge management for IT issues is the creation of a comprehensive internal knowledge base. This help desk knowledge base serves as a centralized repository containing a wealth of information, including troubleshooting guides, frequently asked questions (FAQs), and step-by-step instructions and solutions to common IT problems.
Knowledge base software is more than just a solution for end users. In fact, it can be used by any of the company's departments. However, your IT technicians often turn to the knowledge base system for different reasons than marketing, accounting, or HR employees do. Here's a quick overview of the uses for each group:
General Employee Service: Your team of IT technicians is a go-to support source for C-suite executives and frontline employees. But the sheer volume of help desk tickets is often hard for even the largest fleet of IT technicians to manage. The knowledge base system provides employees with an alternative route for quickly and efficiently accessing need-to-know information. Employees often turn to the help desk for answers to common questions about employee onboarding, unexpected computer shutdowns, slow internet, faulty printers, defective USBs, and beyond.
IT Technicians’ Solution Library: While some issues are completely unique, there’s often an overlap among the hundreds of queries. Rather than starting from scratch to identify the solution when a new ticket arrives, IT technicians can turn to the IT knowledge base to remind themselves of how similar issues were resolved in the past. This allows them to use their time more efficiently and address questions at a faster rate.
While some knowledge base platforms are simply indexed encyclopedias, most of today’s platforms rely on artificial intelligence. Artificial intelligence allows these data libraries to provide IT technicians and employees with step-by-step answers to common and complicated questions alike. Every time a new ticket enters the system, an AI-driven knowledge base platform evaluates and aligns the ticket with the most relevant information within its repository of resources. For example, suppose a ticket is submitted regarding a computer shutting down unexpectedly. In that case, the knowledge base search engine—fueled by artificial intelligence—can quickly find the most appropriate resource on the topic.
Since learning is a critical component of an effective knowledge base solution, these platforms are considered CASE-based systems. A CASE-based system is one in which problems are solved by evaluating the solutions of similar past problems. Similarly, knowledge base platforms are also often categorized as intelligent tutoring systems.
A comprehensive knowledge base management system will efficiently sort and store hundreds of images, documents, and videos addressing a vast array of topics, but for a knowledge base to truly work effectively, IT administrators must begin with the basics. Here are a few tips to keep in mind when building a robust knowledge base:
Organize Existing Content: Before launching an AI-driven knowledge base management system, it’s important to corral existing information. This means connecting with members of every department—from marketing to HR—to access the documents they turn to when questions arise.
Create Consistency: It’s important to craft a style guide for your knowledge base software to ensure the information stored within it has the same look and feel. This allows for greater readability and helps ensure information can be accessed quickly and efficiently.
Keep It Accurate: Implement a review process to ensure that any new solution entering your knowledge base features only the most relevant, up-to-date information. Inaccurate or poorly written information will only defeat the purpose of the self-service knowledge base, forcing employees to submit tickets when they can’t access accurate answers.
Everyone handles their knowledge base a little differently. After all, each organization has its own needs. However, there are a few knowledge base best practices you’ll want to follow to help ensure users and employees are set up for success.
Start with the most important issues: It’s easy to get lost and overwhelmed when creating a knowledge base. To avoid this, pre-define your knowledge base’s core elements and structure. Think about the most frequent issues your organization faces and any specific problems that need to be addressed.
Rely on expert knowledge: Also, ensure subject matter experts are on hand, ready to review the accuracy of entries to the knowledge base. It may even be helpful to have a non-expert take a look to ensure the average layperson can understand the content.
Make the knowledge base easy to find: You’ll also want to make your knowledge base easy to find and use. After all, if users can’t access the material without taking a deep dive into your organization’s website, that defeats the point. Additionally, your knowledge base tool should make finding answers easy. The good news is that SolarWinds Service Desk is easy to use and has a handy search function, meaning users can quickly find the answers they need.
Enter tags and categorization: Although the tool is very intuitive, to fully utilize the search function and help ensure users can find relevant information, you’ll need to carefully tag and categorize articles and thoughtfully assign page titles, content keywords, and article headings.
Regularly audit and update: Finally, you can’t set up your knowledge base and set it to the back of your mind. You’ll need to implement quality audits and updates regularly. After all, technology is constantly evolving, so your knowledge base should, too. Otherwise, users may follow outdated content and instructions. You’ll also want to accept and act on employee feedback to make the entire experience smoother.
Employee Self-Service Portal
Enterprise Service Management
IT Service Catalog
Service Level Management (SLA)
IT Ticketing Software
Incident Management
IT Problem Management
Service Desk AI

“Every time someone interacts with SolarWinds Service Desk for the first time, they are surprised at how easy it is.”

Chris Comerford

CIO

Adler Planetarium

Document best practices and solutions to common incidents, problems, and service requests for end-users and IT teams

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Implement an internal and external knowledge base to improve IT and customer support teams' operations and to encourage end users to solve problems themselves
Automate user incident management by leveraging tickets and tracking their entire lifecycle
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