• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Skip to custom navigation
HaloPSA

HaloPSA

  • Features
  • Pricing
  • Integrations
  • Resources
    • Demo On Demand
    • Roadmap
    • ITIL Alignment
    • Guides
    • HaloPSA Academy
    • Onboarding Partners
    • Distributors
  • Compare Us
    • ConnectWise
    • Datto Autotask
  • Solutions
    • I Need To…
      • Run My Business More Effectively

        Find out which customers and services are profitable and gain the confidence to act on this data.

      • Improve My Customer Experience

        Make all interactions as smooth as possible with a fully thought out end to end experience for your customers.

      • Streamline My Sales Process

        Remove unnecessary processes from your sales and account management and let them focus on their customer relationships.

      • Gain Control Of My Projects

        Visualise your workload and forecast your required budgets to ensure you can deliver on your projects.

    • We Are A…
      • Managed Service Provider
      • Telecommunications Provider
      • Cloud Solution Provider
      • Software Company
      • Consultancy Firm
    • Case Studies
      • nGeneration
      • Centrality
      • Commercial Managed IT
  • Start trial
  • Book demo
You are here: Home / Productivity Tips / Empower your support desk with a Knowledge Base

Empower your support desk with a Knowledge Base

January 13, 2020 by Will Maciver

Empower your support desk with Knowledge Base articles: Introduction

A Knowledge Base, sometimes abbreviated to ‘KB’, is a core tenant of a successful service desk operation. This is a quick guide on the basics of Knowledge Base functionality, and how to integrate it’s features into your support desk team.

What is a Knowledge Base?

A knowledge base is a self-service online library of information. In the case of service desk teams, a knowledge base is a rich source of technical knowledge, stored in an easily accessible online location.

A knowledge base can be utilised in two different ways. A KB can be publicly facing, with articles readily available for your end-users to access. The purpose of this is that it allows you end-users to essentially identify and solve their own support tickets. This sometimes means that a KB can be considered a part of your 1st line support, allowing agents to focus on more complex issues at 2nd line support and beyond.

Alternatively, a KB can be for internal use only. In this instance, a KB can be used as a knowledge source for your agents as they solve support queries. This is particularly useful if knowledge leaders within your team are not available to manually assist fellow team members. A KB in this scenario can facilitate standardisation of support ticket responses and save your team time.

Why your support desk team needs a Knowledge Base

1.Store information and data in one central location

An easily accessible, online central location of information can save you team time. In practice, instead of having to ask more experienced agents questions on how to solve specific issues, agents can refer to the KB and learn solutions themselves. This is particularly relevant if there are certain issues that regularly appear on your support desk.

2.Standardise support responses

An accurate, helpful KB can reduce the variation in your support responses by providing standardised answers to common support issues. This means that frequently raised issues can be addressed swiftly and accurately, and ensures the end-user experience is uniform.

3.Supplement 1st line support

If publicly available, your KB can supplement or even replace your front line support agents. This offers the opportunity to save on human resources, and devote your agents time to more important and complex support issues on higher levels of support.

Empower your service desk with Knowledge Base articles: Conclusion

Incorporating knowledge base functionality into your support desk team can help reduce the amount of time agents spend on tickets. This can be by assisting end-users in solving their own support issues via a self service knowledge repository, or by providing ready to go standard support resolutions for your agents to access.


How NetHelpDesk can help with ITIL Knowledge Management

Improving the culture of sharing information in your business will no longer be challenging with the knowledge management features in NetHelpDesk.

Allow your teams to share information in private knowledge base groups, that are initially for their eyes only. Before they create tickets, NetHelpDesk can show them entries that may help them. When they complete tickets, prompts can ask whether they would like to add an entry straight from the ticket, using summary, details and resolution as a template. If they feel their entries can benefit their end-users, they can choose submit certain articles for their self service needs as suggested earlier in this article.

Interested in a quick demo or trial? Contact our team today and sign up for a software trial here

Primary Sidebar

Popular

  • CRN® Recognizes Halo’s Tim Barton-Wines to the Prestigious 2025 CRN® Channel Chiefs List 
  • HaloPSA New Features: Q4 2024
  • What You Missed at ORBIT24 – HaloPSA Unveils Four Groundbreaking Innovations to Empower MSPs
  • HaloPSA New Features: Q2 2024
  • HaloPSA and NinjaOne Save MSPs Time and Resources with New Integration
  • HaloPSA New Features: Q1 2024
  • HaloPSA New Features Q4 2023
  • Halo Named New Sleeve Sponsor for Ipswich Town Football Club
  • HaloPSA New Features Q3 2023
  • Halo Orbit 2023 – Where Innovation Took Flight

Footer

Products

Company

  • Contact us
  • Events
  • Channel Partners
  • Technology Partners
  • Distributors
  • Referral Program

HaloPSA

  • Features
  • Integrations
  • Mobile Apps
  • Blog
  • Pricing

Key Features

  • Service Desk
  • Sales CRM
  • Billable Time Tracking
  • Reporting
  • Contracts
  • Billing
  • Stock Management
  • Projects

Compare PSA

  • ConnectWise
  • Datto Autotask
  • Accelo
  • Harmony PSA
  • Naverisk
  • Top Desk
  • Kaseya BMS
  • Atera
  • Freshservice

Social

  • Terms and Conditions
  • Privacy Policy
  • Security
  • GDPR
  • Modern Slavery Statement
We've moved!

Please visit our new website at USEHALO.COM/HALOPSA