A knowledge base is a collection of documentation/resolutions that often contains answers to frequently asked questions, how-to manuals, and troubleshooting instructions. Its goal is to make it simple for individuals to find solutions without having to seek assistance.
Accessing the Knowledge Base
Click on the “Knowledge Base” icon.
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Adding new entries to the Knowledge Base
Adding a new entry directly from the knowledge base module.
- Go to “Knowledge Base”
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- Click on “+ New item”
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- Fill in the fields
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- Request Type: Select which Request Type you are connecting the knowledge with.
- Category: Select which Category you are connecting the knowledge with.
- Sub Category: Select which Sub Category you are connecting the knowledge with.
- Subject: Input the Subject/title of the issue.
- Description: Input the details of the issue.
- Resolution: Input the resolution to the issue and how to fix it.
- Documents: Attach relevant documents to the specified issue