Support
Knowledge in service of productivity
Creating a Knowledge Base with Service Desk 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 Desk
Rich-media editor
Enhance the user experience by crafting visually appealing knowledge-base articles using a robust editor that allows for the inclusion of various multimedia resources. Engage your audience with videos, audio clips, and other elements that provide a deeper understanding and improve the performance of your agents while maintaining brand consistency.
Multi-level Knowledge Base
A knowledge base that caters to the needs of all users by providing articles that are tailored to end-users and promote self-service, as well as articles that assist IT support agents in gathering information about the requests they are working on.
Role-based administration
Set different roles and permissions for those who can create and edit articles, ensuring that the information is accurate and up-to-date.
UX/UI
Get the answers you need, whenever you need them
Accessing Service Desk’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.
Support
Receive Feedback
Maintain quality and usefulness of 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 Desk’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
Cost Reductions and Time Savings
Improved Customer Satisfaction
Improved Staff Morale and Retention
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.
Both quicker IT support generated solutions and end-user self-help reduce the amount of time IT support personnel spend dealing with issues with the associated labor-cost savings. Knowledge management is a business investment that soon pays for itself, while improving quality of service.
It’s great if end users can help themselves, and quickly. If end users are engaged with IT support personnel, then the latter’s ability to use knowledge articles to speed up the delivery, and quality, of a solution also helps improve the end user experience and their level of satisfaction.
Knowledge articles makes life easier for IT support personnel. Relevant information is easier to access, more tickets will be resolved quickly, and end users will rate the IT support team more highly. All of which leads to happier IT support staff and a greater probability that staff will stay with the team.
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