Knowledge Base Articles can be easily accessed by admin, support staff and your customers quickly and easily to find answers to common problems. Give your staff and customers the ability to self-serve and find answers to common questions or problems 24/7 through the versaSRS HelpDesk Knowledge Base. Articles in the KB can be accessed by support staff directly through versaSRS HelpDesk, by other staff via the intranet or by customers via the Customer Self-Service Portal or via your website. Authored just once in versaSRS HelpDesk and accessible many ways based on audience – it doesn’t get any easier..

Benefits 

• No client software is needed! With their web browser they can log in and check the status of their calls, log new calls, or search the Knowledge Base.
  
  
• Customers can quickly and easily search and browse the Knowledge Base to find answers to common issues, allowing for complete self service, and possibly removing the need to log a call to the help desk.
  
  
• Call solutions can easily be converted to Knowledge Base articles. Build up your knowledge base using existing incidents and solutions.
  
  
• Searchable Knowledge Base tool allowing Technicians to draw from a library of authored articles, FAQ's or common answers to issues, which can then be directly pasted into email correspondence to the customer or recorded against the call.
  
  
• Store FAQs, documents, instructions and forms in the knowledge base.
  
  
• Search on title, text or keyword.
  
  
• Technicians can add new articles from scratch or base them on an existing ticket.
  
  
• Knowledge Base to Knowledge Base linking.
  
  
• Knowledge Base RSS Support.