The ServiceDesk workspace stores resolutions and articles with useful information for operators and customers that were accepted during the request processing.
This knowledge:
- Makes the employee work on requests easier.
- Helps solve occurring problems and errors.
- Reduces the number of similar requests.
- Is used to familiarize oneself with the structure and features of the workspace.
Knowledge management is carried out in the following apps:
- Resolutions. A repository of solutions to typical requests. It is automatically updated after an operator completes a request.
- Articles. A repository of articles with instructions for processing requests, with general information about the Service Desk 2.0 business solution, etc. You can configure the articles display on the external portal for customers. It is filled in by the administrator or responsible employee.
Information about popular articles and in-demand content is also stored in the Knowledge Base report. It is useful for operators and can be accessed from the ServiceDesk workspace home page.
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