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Endpoint Management & Virtualization IdeasRSS
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Wizdom Centre
166046
April 11th, 2006
Filed under: Helpdesk Solution, Endpoint Management and Virtualization
1 Agree, 1 Disagree
Create a "Wizdom Centre" for client Users to access a knowledge database of common fixes that become active from within the database.
Built-in KB Functionality
A fully integrated knowledge base is included with the Helpdesk 6.0 and above. The knowledge base is integrated into all of the consoles, including the My Helpdesk that clients use to submit requests and incidents. This provides level 0 support gives user or customers the ability to solve their own issues.
You can create KB articles from scratch, directly from an incident or problem, or import them from several formats including Microsoft Office, Adobe, HTML, and text.
In addition, two optional knowledge base content libraries powered by KnowledgeBroker are available:
* KBI TotalBase Solution supports new and older desktop and Internet applications, operating systems, hardware, and more.
* KBI MicrosoftBase Solution supports "everything Microsoft," including all versions of Microsoft desktop applications, a broad range of operating systems, and solutions for Internet problems.
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