{"id":8669,"date":"2017-07-04T10:22:00","date_gmt":"2017-07-04T02:22:00","guid":{"rendered":"http:\/\/www.softwareforenterprise.us\/?p=8669"},"modified":"2017-07-04T11:01:47","modified_gmt":"2017-07-04T03:01:47","slug":"benefits-of-effective-knowledge-base-steps-to-build-one","status":"publish","type":"post","link":"https:\/\/www.softwareforenterprise.us\/hub\/benefits-of-effective-knowledge-base-steps-to-build-one\/","title":{"rendered":"Benefits of an effective knowledge base and steps to build one"},"content":{"rendered":"<p>IT help desk managers face several productivity issues,\u00a0one of which is,\u00a0long\u00a0resolution times\u00a0that\u00a0result in\u00a0tickets piling up.<\/p>\n<p>Implementing an effective knowledge base is one simple method to improve\u00a0team\u00a0productivity.<\/p>\n<p>A\u00a0typical\u00a0knowledge base\u00a0stores\u00a0resolutions, workarounds, and best practices that help reduce ticket inflow, improve resolution times, increase first call resolution rates, reduce the percentage of repeat incidents,\u00a0and increase the self-service portal usage.<\/p>\n<p>Despite the\u00a0benefits\u00a0of having a good\u00a0knowledge base, IT help desk managers,\u00a0more\u00a0often\u00a0than not,\u00a0delay implementing\u00a0one\u00a0due to the\u00a0day-to-day pressures of managing a help desk team.<\/p>\n<p>After\u00a0fire-fighting\u00a0all day, they don&#8217;t have the mental energy to step back and think strategically about\u00a0creating\u00a0a knowledge base.<\/p>\n<p>To help\u00a0IT help desk managers\u00a0overcome\u00a0this challenge, experts from\u00a0the\u00a0ServiceDesk Plus team share\u00a0<a href=\"https:\/\/www.manageengine.com\/products\/service-desk\/help-desk-knowledge-base.html\" target=\"_blank\" data-saferedirecturl=\"https:\/\/www.google.com\/url?hl=en-GB&amp;q=https:\/\/www.manageengine.com\/products\/service-desk\/help-desk-knowledge-base.html&amp;source=gmail&amp;ust=1499218793016000&amp;usg=AFQjCNGV-Exjg8Kz9etDEnaStdGSXIkfuQ\">six simple ideas\u00a0to\u00a0build\u00a0an effective knowledge base<\/a>.&#8221;<\/p>\n<p><img decoding=\"async\" title=\"Build an effective help desk knowledge base\" data-src=\"https:\/\/www.manageengine.com\/products\/service-desk\/images\/build-helpdesk-knowledge-base.jpg\" alt=\"Build an effective help desk knowledge base (KBase)\" width=\"900\" height=\"9500\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" class=\"lazyload\" style=\"--smush-placeholder-width: 900px; --smush-placeholder-aspect-ratio: 900\/9500;\" \/><\/p>\n<p><em><a title=\"\" class=\"aalmanual\" target=\"_blank\"  rel=\"nofollow\"   style=\"color:#1e73be;\" href=\"https:\/\/capcutaffiliateprogram.pxf.io\/kOD7yV\">Image<\/a> originally posted on <a href=\"https:\/\/www.manageengine.com\/products\/service-desk\/help-desk-knowledge-base.html\">ManageEngine ServiceDesk Plus<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>IT help desk managers face several productivity issues,\u00a0one of which is,\u00a0long\u00a0resolution times\u00a0that\u00a0result in\u00a0tickets piling up. Implementing an effective knowledge base is one simple method to improve\u00a0team\u00a0productivity. A\u00a0typical\u00a0knowledge base\u00a0stores\u00a0resolutions, workarounds, and best practices that help reduce ticket inflow, improve resolution times, increase first call resolution rates, reduce the percentage of repeat incidents,\u00a0and increase the self-service portal [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":8672,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"slim_seo":{"title":"Benefits of an effective knowledge base and steps to build one - Software for Enterprise","description":"IT help desk managers face several productivity issues,\u00a0one of which is,\u00a0long\u00a0resolution times\u00a0that\u00a0result in\u00a0tickets piling up. Implementing an effective knowl"},"footnotes":""},"categories":[22],"tags":[],"class_list":["post-8669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil"],"_links":{"self":[{"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/posts\/8669","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/comments?post=8669"}],"version-history":[{"count":0,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/posts\/8669\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/media\/8672"}],"wp:attachment":[{"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/media?parent=8669"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/categories?post=8669"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.softwareforenterprise.us\/hub\/wp-json\/wp\/v2\/tags?post=8669"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}