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 productivity and customer satisfaction. For MSPs, knowledge base management includes classifying and personalizing topics for each account, setting up restrictions on topics for technicians and client users, and providing relevant suggestions for incidents in the self service portal.
Technicians commonly receive requests to log tickets from clients. Managing such requests across all accounts can cause MSPs to lose a lot of productive time. A kbase makes it easy for end users to solve issues without raising a ticket, thereby lifting some weight off of the help desk. It also allows users to avoid long wait times, resulting in improved customer satisfaction.
Do your support agents spend hours logging tickets for clients or solving similar tickets over and over again? Here's what you need: a comprehensive kbase with unique features designed specifically for MSPs. With ServiceDesk Plus MSP, give your existing knowledge database a boost or build a new one from scratch with easy templates and resolutions from previously solved tickets. Your technicians can record the do's and don'ts learned for future reference while solving complex issues.
