Creation of a Knowledge Base: features and benefits

KNOWLEDGE BASE IN A HELP DESK SOFTWARE

What is a knowledge base management tool for? Let’s first define it. A Knowledge Base is an online library that contains information about a service, process or, in general, a topic related to your organization. Essentially, it comprises guides for solving user problems or documenting internal activities, which can evolve and be updated over time.
Knowledge Base sources are typically:

Companies often have a significant amount of this type of information, but they do not structure or consolidate it into a single, easy-to-access and update tool. The Knowledge Base tool addresses this issue by providing one or more “collectors” of information that are easy to consult for both internal and external users/customers.

5 GOOD REASONS TO USE A KNOWLEDGE BASE

Opting for the creation of a knowledge base allows you to obtain numerous benefits in service management and business collaboration:

A PRACTICAL EXAMPLE

Are you curious about which one is the best software for the Creation of a knowledge base? Deepser is an innovative Italian software for service desk management, offering a wealth of features accessible through a single, simple, and intuitive interface. Deepser’s Knowledge Base module is ideal for creating and sharing articles, guides and information with clients and collaborators. Let’s see how it works.

Online data sharing

To implement the Knowledge Base, we use the Deepser Knowledge Base module: we can create one or more Guides and decide who can view, edit, and manage them. This facilitates the creation of a knowledge base effectively. Deepser centralizes information that was once scattered across various media such as company wikis (possibly one per department), Access databases, Excel sheets, and post-it notes. In fact, Deepser offers a shared web interface, available to all users of our organization. It is also possible to import articles directly from other sources in order to unify their management.
Once you organize the guides in Deepser, you will no longer need to track them with Excel sheets. The web portal will share all data in a dedicated and well-structured manner.

At this point, users can access the Knowledge Base. Each user accesses only the guides and articles they have permission to view, thereby ensuring visibility permissions and preserving information confidentiality. From this point on, you can browse guides, view their attachments, such as videos or images, or comment on articles to request further information.

Multiple Knowledge Base

Many tools allow the configuration of only one single guide to be shared with the whole team and with all users. Deepser does much more! Thanks to the multiple Knowledge Base functionality, it is possible to configure infinite guides and share them with specific departments or groups of customers. Furthermore, each article of the Knowledge Base can be made visible, or not, on the Deepser end user portal.

The granular configuration of permissions enables each group to view and modify the Knowledge Base, empowering each department to independently manage its own information.

FAQ and User Portal: self-resolution of tickets

Once guides are created, we can enable end users (customers or internal users of the service) to view them. End users can access articles in two main ways:

The second option, in particular, is very useful for reducing the amount of tickets opened.

Deepser’s internal search engine automatically suggests the Knowledge Base article if the user types a word that matches the content, appearing on the request opening screen. This “tag” search makes it easier for end users to autonomously resolve ticket and avoid contacting support. It is always possible to disable this feature for those organizations that need to track all questions and interactions of customers.

Automatic Search Engine and Collaboration

The power of Deepser’s shared knowledge base portal also lies in its automatic search. Deepser allows to define the search on all fields of the article, thanks to its powerful integrated search engine:

The shared web tool also allows (if enabled) the insertion of attachments and comments. In particular, attachments can be videos, images or audio files to facilitate user troubleshooting. The comments, on the other hand, are useful to receive opinions or suggestions from end users and to communicate important news.

We have seen how it is possible to organize all the guides and FAQs in a single shared portal, thanks to the Knowledge Base module.
Try Deepser today and test all its features yourself. Activate a free demo now.