A Knowledge Base (KB) in Service Desk plays a role of an organized collection of data for the entire organization. It is a self-service library acting like an encyclopedia that can contain different formats of information such as articles, tutorials, videos, manuals, or FAQs which are organized into related categories and folders. End users have easy access to valuable knowledge 24/7 without having to contact anybody. KB functionality encourages users to solve issues independently and more efficiently which also has saved costs, avoiding hiring extra staff for this kind of support.
Service Desk offers multiple channels on how users can access a knowledge base and its related topics they need to solve – from the self-service portal or directly from the request in the section–solving process.
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