Knowledge Management

Overview:

The Knowledge Management tab allows users to update and manage your knowledge base of Best Solutions.  Building a knowledge base will assist your help desk in providing solutions to end users, which will potentially reduce the requests logged to your help desk.

1. New:

• Best Solution: By selecting this button, users can create a new searchable article to be added to a database of common problems and their resolutions.  Each Best Solution will specify the problem category, a brief problem description and a series of steps that will address the issue.

2. View Solutions:

• Published: Select this button to view Best Solution articles which have been published.  Published articles are viewable by all users.

• Draft: Select this button to view the Draft Best Solutions (solutions which have not yet been published).   These can only be viewed by support reps and HelpSTAR Administrators.

• De-Activated: Users with the Administer privilege can de-activate (i.e. remove them from the active list of solutions) a Best Solution without deleting them.  By clicking this button, users will be able to view a listing of all de-activated Best Solution articles.  From here, users with the Administer privilege can also restore the de-activated Best Solution (i.e. placing it back into the active list of solutions).

• Find: Perform a text search of the Best Solutions database by entering relevant search criteria.

3. Data Analysis:

• Knowledge Management Reports: By selecting this button, you can view standard Suggested Solution Reports that will help you examine how or which Best Solutions are helping your help desk.

There are two kinds of Suggested Solutions Reports:

• Not Resolved by Suggested Solutions:  These reports show, within a specified date range, the details of all closed requests that were not resolved by suggested solutions. This will allow you to examine how effectively your reps are using Suggested Solutions, and may reveal areas where additional Best Solutions are needed.

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See Also:

Purchasing

Configuration Management

Service Requests

HelpSTAR Customization

Data Analysis