What is knowledge?
Knowledge Base (KBase) refers to data stored in orderly databases, it is composed of IT best practices and the knowledge and experience acquired from practice. A mature knowledge base can effectively improve IT productivity and customer satisfaction.
Knowledge of the role?
Knowledge storage solutions, solutions and best practices to help you to:
• reduce the amount of work orders
• avoid submitting duplicate events
• Increased first-call resolution rates
• maximize the use of self-service portal 
to build an effective knowledge base in six steps:
1, instant updates the knowledge base.
selection of a repository administrator, he / she must control the entire life cycle of the knowledge base (from identify solutions to regularly update the knowledge base).
knowledge base will contribute to one of the key indicators of performance appraisal technician.
2, build knowledge base.
Knowledge Base article classification according to the nature of the problem of different users, user-friendly.
use predefined templates to maintain consistency of information and design.
3, define the approval process.
through the implementation of the approval process to ensure the reliability of the knowledge base content. For example this process: field technician → → Solutions Expert Knowledge Manager.
After solution to be approved, send it to the end user.
4, improve search performance.
marked by the appropriate keywords Knowledge Base article, search the knowledge base to achieve optimal performance, enhance customer satisfaction.
each article will be sorted into specific topics, the structural clarity.
5, set role-based search access.
sort of knowledge base classification, role-based access functions associated with the user.
technician access to only set the technical aspects of professional solutions, improve work efficiency.
6. Management Knowledge Base article.
ensure that the technician can be updated articles revert to an earlier version of a rainy day, so as to maintain flexibility Knowledge Base content update process.
regular backups knowledge base, knowledge base content of regular maintenance.
by looking at the periodic reports for the repository performance and usage, time performance monitoring master repository.
ManageEngine ServiceDesk Plus Knowledge Management:
authorized end users to use the knowledge base to address repeated events, using keywords and topics narrow your search, work orders from the IT help desk shift.
Log ManageEngine ServiceDesk Plus official website to download a free trial now!
Reproduced in: https: //blog.51cto.com/14093217/2407357