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A knowledge base acts as a self-service tool that empowers customers to find answers to common questions independently while also providing support agents with useful resources to better serve end-users. It’s important to keep in mind that these repositories are only as valuable as the information included in them and the ease with which individuals can access this information. Thus, particularly in a help desk setting, it’s essential to design your base with end users in mind, verifying tha...
Learn what a knowledge base is and how to create one in 2024 with Freshdesk. This guide covers essential tips for effective customer support.
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A knowledge base (KBase) is an organized repository of relevant data, structured with IT best practices and knowledge gained from practical experiences. A full-fledged KBase will help improve agent...
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Helpdesk :help desk software by Jitbit
Knowledge Base articles serve as a self-help resource within the Helpdesk Ticketing System, allowing users to find answers to common questions and troubleshooting steps. ; Knowledge Base home page shows article categories along with the top 5 articles from each category. You can click a category title to get the full list of articles on that subject. ; Access the Knowledge Base by clicking the top "Knowledge Base" tab at the top. It is also the default home page for anonymous ("not logged in") users, when they access the helpdesk for the first time. ; You can also "Search" for particular articles, just use the search box on top and hit "enter", or browse articles by tags that are shown at the bottom (along with the article count under each tag).