Shared tool to create guides in an easily accessible web portal.
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. In essence, it is a collection of guides for solving user problems or documenting internal activities, which can be updated over time.
Knowledge Base sources are typically:
– Company Best Practices
– Consolidated internal procedures
– Documentation of resolved issues and incidents
– Internal guides on specific processes
Companies often have a lot of information of this type, but that is not structured and collected in a single tool easy to consult and update.
The Knowledge Base tool is used precisely for this reason: to have one or more “collectors” of information that are easy to consult, both for internal and for external users / customers.
5 GOOD REASONS TO USE A KNOWLEDGE BASE
Opting for a knowledge base solution allows you to obtain numerous benefits in service management and business collaboration:
– Not losing information: all the knowledge of your organization is collected in a single tool.
– Enabling users who work remotely. Off-site users are autonomous in accessing guides.
– Discarding the paper documents. All files and guides are stored directly into the web portal. Goodbye old paper and manual folders!
– Making end users and customers independent in retrieving information, thus reducing requests.
– Working better because you have just a single repository where all guides, FAQs and procedures are stored, sorted and easily searchable on the portal.
A PRACTICAL EXAMPLE
Are you curious about which one is the best Knowledge Base software? Deepser, an innovative Italian software for service desk management, rich in features that can be used from 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. Using Deepser, the information is no longer scattered on different media: company wikis (perhaps one per department), Access database, Excel sheets, 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 have organized the guides in Deepser, you will no longer need to track them with Excel sheets, because all data is shared on the web in a dedicated and well-structured portal.
At this point, users are enabled to access the Knowledge Base.
A fundamental aspect is that each user only sees the guides and articles to which he has been granted access to, so to respect visibility permissions and the secrecy of information. 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.
Thanks to the granular configuration of permissions, each group can be enabled to view and modify the Knowledge Base, making each department independent in managing 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:
“Knowledge Base” menu
The “Title” field, present in the request form
The second option, in particular, is very useful for reducing the amount of tickets opened.
If the user types a word that is retrieved (from Deepser’s internal search engine) within a Knowledge Base article, the latter is automatically suggested in 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:
– Title: the search is performed by default on the title of the article.
– Article body: if enabled, the full-text search can be activated on the entire body of the article.
– TAGs: you can easily assign TAGs to each article to facilitate the search.
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.