Knowledge Management
| Click to Play Module Demo (3:31) |
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InfraDesk's Knowledge Management module improves the quality of decision
making made by IT Support Teams, and management, by ensuring that reliable and
safe information is available to resolve service issues. Knowledge Management
base articles can be queried from tickets, or the Global Search function, to not
only resolve issues or conflicts but also leveraged as FAQ's, How-to procedures,
run books, etc. Role based permissions always ensure the right solution is
available to the right person.
The Knowledge Management module has proven to
reduce call volumes by enabling end users to search solutions to
their problem prior to the ticket being submitted. In addition,
new IT Support personnel can accelerate the rate of training and
acclimation to the system.
Although InfraDesk does not
integrate with existing Knowledge Management databases, we can
easily import your existing data into InfraDesk during the
implementation process.
Features:
- Search for knowledge articles within a open ticket
- Choose a solution from knowledge library and import
contents to the ticket including cause, resolution,
classification fields and attachments, if any
- Relevant KB articles based on ticket classification and
description are displayed to the Analyst
- Automated tracking of solutions used for reporting on
most effective entries
- Auto populate search criteria with ticket description
and classification when searching KB within a ticket
- Support for bulk import of existing solutions
- Define Frequently Asked Questions (FAQs) and make
available to end users
- Set permissions on KB articles
- One-Click creation of Knowledge Base Article with ticket
content
- Published Knowledge Base Articles are permission based
- Nested Category Search Criteria to focus on the most
relevant solutions
- Ability to add unlimited keyword search terms to
articles
