Knowledge Management
Resolve IT issues faster by leveraging knowledge management
Help employees resolve issues on their own with intuitive knowledge management software
SolarWinds® Web Help Desk® (WHD) allows you to distinguish between external and internal resources, so you can customize your knowledge base for employee self-service. When employees have access to a user-friendly external knowledge base, you can streamline resolution and deflect tickets by helping them address simple issues on their own, which frees up time for technicians to focus on bigger problems. If an employee needs help finding the right resource, you can insert relevant links directly into the ticket for optimal self-service.
Expand your knowledge base regularly with article submissions from technicians
Web Help Desk provides dynamic knowledge management tools, which you can build and adjust over time. You can import third-party knowledge base articles from your previous knowledge management software and attach videos and photos to help explain key concepts. To avoid clutter in your knowledge base, managers can approve new article submissions, helping ensure each article is relevant and helpful.
Allow technicians to access exclusive articles for internal troubleshooting
Knowledge management tools allow you to optimize your knowledge base by addressing employee issues with a detailed understanding of your environment. With internal ticket resolution, your technicians can navigate articles that involve IT asset details and highly technical content not useful for self-service. To reserve articles for internal use, simply restrict those articles in your Web Help Desk knowledge base to technicians.
Submit tickets through a user-friendly service portal
The goal of any knowledge base is to make IT management easier as you accumulate new information. One way to accumulate new information is by receiving and resolving tickets, then recording helpful details from your resolution to use if a similar problem arises in the future.
With Web Help Desk, your employees can access a user-friendly web service portal with a wealth of knowledge base information. As you continue to add articles to your knowledge base, employees can access more self-service materials to help avoid unnecessary tickets.
Streamline your help desk with automated services at each step of the ticketing process
Web Help Desk aims to make your ticket resolution as efficient as possible, without compromising the accuracy of your solution. With automation at each step of the way, Web Help Desk allows you to work on technical issues without getting bogged down by administrative tasks. Email-to-ticket conversion also allows the automatic conversion of service request emails to tickets, and automated escalation and routing help streamline your ticket management process.
Get More on Knowledge Management
Do you find yourself asking…
Knowledge management is the process of managing your knowledge base, which is the reserve of reference materials you can use to inform your IT support. Knowledge management software is a key component of an effective, modern help desk—with knowledge management tools available for both employees and technicians. A knowledge base will serve as a living, flexible tool that can accumulate more intelligence as your help desk continues to resolve more tickets.
Knowledge management is the process of managing your knowledge base, which is the reserve of reference materials you can use to inform your IT support. Knowledge management software is a key component of an effective, modern help desk—with knowledge management tools available for both employees and technicians. A knowledge base will serve as a living, flexible tool that can accumulate more intelligence as your help desk continues to resolve more tickets.
Looking for more? Upgrade to an ITIL-ready, service experience.
Try SolarWinds Service Desk for more functionality in asset and service management.
- Full ITIL suite (incident, problem, change, release) paired with customizable automation
- Automated asset discovery with integrated CMDB for real-time impact on technology and services
- Powerful service catalog workflow engine and a user-friendly service portal