Knowledge base

 A lot of the service requests received by the support department are repetitive. Consequently, having a good Knowledge base is essential to systematize daily support work and reuse the acquire knowledge from former incidences solving.

Knowledge base allows systematizing, documenting and publishing all the knowledge of the support department. It is also an excellent training mechanism for those technicians who has just been incorporated to the department.

Some of the Knowledge base functional characteristics are:

• Possibility of attaching documents, as working procedures.
• Global search engine for the KB, available directly from the incidences.
• Classifying certain topics as obsolete and / or close checking date.
• Gestión de perfiles de acceso como creador, último revisor del tópico, etc.
• Clasificar ciertos tópicos como Públicos, para que puedan ser consultados desde el Portal de Usuarios del Service Desk.