Knowledgebase Management

ITIL ITSM Knowledgebase Management

setup multi level categorised self service portal and save customers as well as your time from answering repetitive questions.

Knowledgebase Management – Articles, Downloads, Q&A Management

setup up internal as well as external customer facing knowledge-base, manage file downloads, help articles and more.

Knowledge-base Management

Create multi level categorized knowledge base

Download Management

Create downloads attach files and allow login clients to access download files.

Question and Answer

Setup question and answer portal where customers can post questions and others can respond to it.

Staff knowledge-base

Setup internal knowledge-base which can be used by staff members.

Knowledgebase Management Features

Knowledgebase or Solution Management is linked with Service Desk Incident Management & Problem Management features.

Staff can save their time by saving solutions as knowledge-base articles and using them while replying to incidents. Similarly, while solving problems staff can manage the workaround and permanent solutions under solution management to use it while resolving problems.

Multi Level Category

Categorize your articles in a structured way

Comment Moderation

The staff member can decide whether to allow comments for the articles. The comments can be approved or disapproved.

Featured Articles

Featured articles appear on top of all categories – It gives the proper exposure to the article.

Knowledge-base Suggestion for Client

Whenever a ticket is submitted by the client, then the list of knowledgebase articles related to their subject are displayed. Thus the customer can decide whether their question is being answered or they should proceed further with their ticket submission.

Knowledge-base Search on Client Portal

Global knowledge-base search option available on customer portal

Article Rating

It allows the customers to rate the articles put forth by the staff members. Thus the staff members get to know what customer think about their articles.

Control article visibility

Define who can view articles, It can be visible to everybody, logged in clients or only to the staff members.

Attachment Support

Add files along with your article

Knowledge-base Suggestion for Staff

While solving tickets staff members can search KB right from tickets and include articles in ticket reply. Thus, increases staff productivity and saves time.

User friendly knowledgebase URLs

Create user friendly and SEO optimized knowledge-base articles