How to build an effective help desk knowledge base.
What is knowledge base?
A knowledge base (KBase) is an organized repository of relevant data, structured with IT best
practices and knowledge gained from practical experiences. A full-fledged KBase will help
improve agent productivity and customer satisfaction. (taken from MSP page)
What are the benefits of KBase?
A KBase stores resolutions, workarounds, and best practices that help,
- bring down ticket inflow
- avoid repetitive incident logs
- improve resolution times and first call resolution rates
- maximize self-service portal usage