Knowledge Base, Employee Portal & Self-Service
Provide articles, search, portal access, request tracking, and self-service tools that reduce support demand.
Configuring Knowledge Base Categories
Why It Matters Well-structured Knowledge Base (KB) categories make it significantly easier for agents to save ticket resolutions correctly and…
Controlling Article Visibility & Access in ITSM
Why It Matters Not all documentation is meant for everyone. Restricting visibility ensures end-users only see helpful FAQs, while sensitive…
Create and Publish Knowledge Articles
Why It Matters Knowledge articles help your team document common fixes, answer repeated questions, and give employees a self-service resource…
Creating Public vs. Internal Knowledge Base Articles
Why It Matters Separating internal IT documentation from public-facing employee guides ensures your technicians have access to sensitive server passwords…
Embedding Media within Knowledge Base Articles
Why It Matters Text-heavy articles can overwhelm users and lead to abandoned self-service attempts, which ultimately creates more routine tickets.…
Getting Started with the ITSM Knowledge Base
Why It Matters A well-organized Knowledge Base (KB) acts as the single source of truth for both IT staff and…
Import Knowledge Base Articles from SharePoint
If your IT team already keeps troubleshooting guides, how-to documents, and standard operating procedures in Microsoft SharePoint, you can bring…
Link Knowledge Base Articles to Tickets
Why It Matters Linking knowledge base articles to tickets helps agents reuse approved solutions, share helpful instructions with requesters, and…
Managing Version Control for Knowledge Base Articles
Why It Matters As company procedures evolve, keeping an exact audit trail of who edited an article prevents lost knowledge.…
Searching the Knowledge Base for IT Solutions
Why It Matters Finding your own answers through the Knowledge Base saves you from waiting in the IT support queue,…
Submitting a Support Ticket via the Employee Portal
Why It Matters Submitting a detailed ticket through the official portal ensures the IT team receives all the necessary information…
Tracking Your Support Tickets in the Employee Portal
Why It Matters Having a centralized place to check your own ticket status keeps you instantly in the loop and…
Turning Resolved Tickets into Knowledge Base Articles
Why It Matters Resolved tickets often contain useful fixes that other employees may need later. Turning these resolutions into knowledge…
