Document the best practices and share solutions of common problems with your end-users through the web-based Knowledge Base in ManageEngine ServiceDesk Plus. The Knowledge Base serves as an effective knowledge sharing medium, enabling end-users to self-service the solutions to their problems before contacting the helpdesk team.
The web-based Knowledge Base enables grouping of solutions into specific topics, facilitating end-users to browse for solutions in the Self-Service Portal. By stimulating the use of keywords for each solution, improves the search capability tremendously. The number of views displayed for each solution in the list view shows the usefulness of a specific solution in the Knowledge Base. Furthermore, solutions can be made visible or invisible to specific user groups. This avoids cluttering the end-users view with technical solutions or sensitive information.
ServiceDesk Plus offers the following features for easy knowledge management