Web Help Desk. Knowledge Base Management

Help Has Arrived.

Web Help Desk

™

Knowledge Base Management Maximize the Power of the Web Help Desk Software with Self Service Knowledge Base Article Management

www.WebHelpDesk.com

Powerful Software for Service Management

Copyright © 2008 MacsDesign Studio LLC. All Rights Reserved. Logos are registered trademarks or trademarks of their respective organizations, in the U.S. and/or other countries.

Features and Benefits At-a-Glance

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Easy-to-use web-based customer portal for SelfService to your Knowledge Base Articles

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Build an internal Knowledge Base for your support staff by controlling KB Article visibility

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Create Knowledge from existing trouble tickets or import Knowledge data

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5-Star Ratings define a Knowledge Base Article#s usefulness to customers

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Quickly search and insert a link to a KB Article directly in a submitted ticket

Knowledge Base Management The Web Help Desk's web-based software includes a Knowledge Base Management module that allows your service desk team to document best practices and solutions to common problems in an online knowledge base. The FAQs Knowledge Base acts as an effective knowledge sharing medium, boosting support productivity by leveraging collective knowledge and providing invaluable KB Articles to service management staff in a snap! Our Kbase functionality also helps in improving the average "First Call Resolution" timing significantly, as technicians find FAQ answers to problems quickly.

Self-Service Resolution by Customers Endusers and customers experiencing technical challenges can self-service the answer to their problem by accessing the web-based FAQs selfservice section of the!Web Help Desk online web portal.!Once on the FAQs Knowledge Base web interface, endusers may click through the tiered Categories to find the self-service answers they are looking for, instead of submitting a trouble ticket to your service management team.!SelfService FAQ Articles may be searched by an enduser based on:

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Keywords Category Decision Tree Asset Make / Model FAQ Article Number

Knowledge Base Article Ratings Each FAQ article has a Star Rating option for endusers to vote and score the usefulness of the specific Knowledge Base Article. !Self-Service Article ratings are tremendously useful for Knowledge Base Admins. KB Administrators can easily search for low rated Knowledge Base Articles directly within the Web Help Desk software Technician#s web-based Interface, as KB articles become out-dated,!erroneous, or may now link to dead links.

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phone +1-510-2792251 !

Intuitive Web-based User Interface A Question and Answer format is used to intuitively display Knowledge Base Articles. !Each Article may have any number of file attachments assigned, rich text formating, and hyperlinks to other web pages or supporting Knowledge Base Articles.

Customer vs. Service Staff - KB Visibility Relevant Self-Service Knowledge Base Articles can be made visible or not visible based on an enduser's department or location. ! Moreover, Knowledge Base Articles within the Web Help Desk software can be flagged as visible to Service Desk Personnel ONLY, so that your organization may build an internal Technician#s Knowledge Base, without cluttering enduser's views and searches with overly technical articles or with sensitive information, such as, "how to login to server XYZ".

Knowledge Base Article Generation Any Trouble Ticket within the Web Help Desk software is!eligible!to become flagged as an FAQ Article. Thus, a service management agent recognizing a!repetitive!customer support issue can easily flag a resolved ticket within Web Help Desk as a knowledge base article. However, the article is flagged as "unapproved" and not visible to the general public. !This allows for your Knowledge Base Administrator to review the submitted FAQ, modify, and add content. !Once finalized, the KB Admin can then select the audience of visibility to this article and "approve" it into the Knowledge Base. Knowledge creators may easily add any number of file attachments (i.e. screen shot workflow) and rich text to effectively convey and highlight important items within a Kbase Article. FAQ Knowledgebase Items may also be imported into the Web Help Desk software via a point-andclick, web based importer. CSV or TSV file spreadsheets may be used for the import of knowledge. A real-time FAQ Template generator is located in the importer to provide a snap-shot of how the imported data is to be formated.

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© 2008 MacsDesign Studio LLC

Copyright © 2008 MacsDesign Studio LLC. All Rights Reserved. Logos are registered trademarks or trademarks of their respective organizations, in the U.S. and/or other countries.

Customer Web Interface Multi-Tiered Category Selection Insert #1 above depicts an example of the Web Help Desk software#s unlimited category tiers, customizable by your organizational needs, that are used to guide self-service customers towards the answers to their problems. The initial “Category” field on the customer#s web-based portal is a single, non-intimidating drop-down menu, which displays a high-level list of initial categories to choose from. As this initial category is selected, a 2nd sub-category dropdown menu appears, which displays only subcategories related to the initial category selection. This multi-branched “decision tree” of categories provides an intuitive and non-intimidating method of “steering” the customer to the appropriate subset of self service Knowledge Base Articles.

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phone +1-510-2792251 !

Knowledge by Asset Make / Model In conjunction with the “Category” selection, the Web Help Desk Knowledge Base Module within the customer#s web interface will further refine the search on KB Articles based on the hardware or software make or model in question. (Insert 2) For example, take the example Category: IT Request > Network Support > Wireless Access. The KB Article(s) for Windows may be drastically different from the Mac Kbase Article(s). Endusers will be able to refine their self service by selecting a Mac model from the drop-down and only the related article(s) will dynamically reveal.

Intuitive Delivery of Self-Service The Web Help Desk software#s 100% web-based enduser interface within the customer#s web portal intuitively invites self-service, which in-turn reduces the work load on IT service management staff and creates instant efficiencies!

fax +1-510-405-9223 ! !

© 2008 MacsDesign Studio LLC

Copyright © 2008 MacsDesign Studio LLC. All Rights Reserved. Logos are registered trademarks or trademarks of their respective organizations, in the U.S. and/or other countries.

Technician Web Interface Search Knowledge Articles with Ease

Insert Links to KB Articles Directly in Tickets

With a similar approach to searching Knowledge by your customers, service management personnel can search for quick fixes to trouble tickets by simply clicking on the “Insert FAQ Link” button within a Technician Note in a submitted trouble ticket. Refine the search via Category, Location, Department, Keyword, Make / Model, and more...

Upon clicking the “Link” button from the Technician#s Knowledge Base search window and then submitting the trouble ticket update, the Customer receives a direct hyperlink to the relevant Knowledge Base Article, along with any other instructions, file attachments and updates submitted by the service management personnel.

e-mail [email protected] !

phone +1-510-2792251 !

fax +1-510-405-9223 ! !

© 2008 MacsDesign Studio LLC

Copyright © 2008 MacsDesign Studio LLC. All Rights Reserved. Logos are registered trademarks or trademarks of their respective organizations, in the U.S. and/or other countries.

“Support is absolutely amazing they take your suggestions, requests, bug reports and they fix them FAST. The interface is great. I’m running it on a Windows machine with SQL 2000. There are approximately 1,000 users. EVERYONE loves it - It’s easy, stable, and fast.”

- Brandon Edling GEAR for Sports

Import Knowledge Base Articles Importing your existing Knowledge Base data or 3rd party Knowledge Base data couldn#t be easier with the Web Help Desk software#s built-in web-based import utility! Utilize the Web Help Desk software FAQ Importer to import Knowledge Base data from virtually any spreadsheet. Tab Separated Value (TSV) files or Comma Separated Value (CSV) files may be used as the import file. Click on “Download Template” to instantly download a spreadsheet containing the realtime format in which import data should replicate.

Contact Web Help Desk Sales Today! Schedule Live Walk-Through Request Price Quote Ask Questions Download Server Trial

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E-Mail: [email protected] Toll Free: 1-877-943-0008 (USA & Canada) Phone: $+1-510-279-2251 (Global) Fax: $ +1-510-405-9223 Website: http://www.webhelpdesk.com

Help Has Arrived.

Provide intuitive and valuable Self-Service Knowledge to your customers with ease with the Web Help Desk software solution!

e-mail [email protected] !

phone +1-510-2792251 !

fax +1-510-405-9223 ! !

© 2008 MacsDesign Studio LLC

Copyright © 2008 MacsDesign Studio LLC. All Rights Reserved. Logos are registered trademarks or trademarks of their respective organizations, in the U.S. and/or other countries.