Help Desk Knowledge Base
An intuitive help desk knowledge base and Knowledge Management system that helps resolve end-user issues and requests, resulting in improved operational efficiency, reduced costs, and an improved end- user experience.
Knowledge in service of productivity
Creating a knowledge base with Service Management is easy and seamless! It integrates perfectly with the service catalog to provide a complete experience for both agents and end-users.
Watch: Creating a Knowledge Base with InvGate Service Management
Rich-media editor
Multi-level knowledge base
Role-based administration
Get the answers you need, whenever you need them
Accessing Service Management’s Knowledge Base is easy and convenient. When an end-user creates a request, the system recommends relevant articles to help them solve the problem on their own. For agents, articles are conveniently displayed as they work on a request, ensuring that they have easy access to the information they need. With the knowledge base always at their fingertips, both end-users and agents can find the answers they need in no time.
Receive feedback
Maintain quality and usefulness of help desk knowledge base articles by receiving feedback from end users, and analyzing them together with view counts and more usage statistics.
Benefits of InvGate Knowledge Base
InvGate Service Management’s Knowledge Base will help your company to up its IT support game. Thanks to the 24/7 availability of knowledge articles, end users can help themselves whenever they need to. End users are also helped by available knowledge while filling out self-service tickets, with InvGate Natural Language Technology used to offer up relevant knowledge articles that might allow them to self-help rather than having to wait for service desk assistance.
Increased speed of service restoration
If end-users can help themselves through self-help then it will most likely be a quicker resolution than calling or emailing the service desk. IT support personnel will be able to provide speedier solutions too. This is particularly beneficial to members of staff who might still be learning the ropes.
Discover other Service Management features
Everything you need to provide outstanding service.
Ticket Mgmt
Manage your incidents
Analytics
Analyze your efforts
Self-Service
Encourage self-help
AI
Enhance support efficiency
Integrations
Expand functionality and usability
Problem Mgmt
Get proactive
Automation
Automate support processes
Workflows
Improve IT efficiency
ITIL
Employ best practices
Knowledge Base
Build and share knowledge
Change Mgmt
Better manage change
SLAs
Prioritize IT operations
Gamification
Improve team productivity
Multiple departments
Extend outside IT
