SysAid Knowledge Management

Capture, Develop, Share, and Effectively Use Knowledge to Work Faster

SysAid Knowledge Management is integrated within your service desk, so IT support personnel can quickly and easily find relevant knowledge articles to help them resolve common IT issues. To make the life of service desk agents easier, knowledge articles can be accessed directly from within a ticket, allowing the service desk agent to either directly help or to actively suggest a relevant knowledge article to the end user. If knowledge management isn’t easy to use, the service desk agents won’t use it.

SysAid Knowledge Management can be managed separately for IT support teams and for helping end users to benefit from self-service and self-help. Of course any knowledge articles created for IT support personnel can be edited to make them appropriate for end-user self-help where necessary.

24/7 End-user Support via the SysAid Self-service Portal

The SysAid Self-Service Portal can be populated, via the knowledge management capability, with all the knowledge articles end users need for self-help and self-support. End users can access FAQ (frequently asked questions) knowledge articles or search for answers to technical issues, find the relevant knowledge articles, and resolve the issues themselves through self-help.

Not only does this provide an alternative IT support channel for end users who are used to using self-help and self-service in their personal lives, it offers improved out-of-hours support for IT teams with limited service desk availability, and also removes some of the workload for under pressure service desks as end users help themselves rather than calling/ emailing in.

Quickly Create Knowledge Articles

Quickly create knowledge articles that document and share the solutions to common IT issues or that provide answers to FAQs. Make them accessible to the people who need them ﹘ both IT support personnel and end users ﹘ when they need them. Knowledge article creation can be done in a number of ways:

• Automatically, after incident record closure: SysAid can prompt service desk agents and other support staff after an incident record is closed, with the option to seamlessly add their specific solution or advice to a new knowledge article within SysAid Knowledge Management.
• Manually, as new issues arise: For new issues or FAQs that don’t already have related knowledge articles in SysAid Knowledge Management, you can manually create these additional knowledge articles as needed.
• Download peer knowledge articles from the SysAid Community: You don’t always have to create your own knowledge articles. Instead, you can download knowledge articles created by your peers from SysAid Community forums to your own knowledge base. As IT pros often encounter the same IT issues, you’ll find hundreds of available knowledge articles relevant to your own IT operations shared on the SysAid Community.

Attach Images and Other Media to Knowledge Articles

Attach relevant files to knowledge articles ﹘ whether they be software patches, detailed installation documents, or any other file type.

• Embed URL links to internal or external articles, corporate electronic forms, FTP links, and other resources that will help either service desk agents or end users with support
• Embed video files such as company how-to tutorials, YouTube frames, and more
• Leverage SysAid’s HTML capabilities to format the font, add pictures, and design the knowledge article look and feel to best suit service desk agent and end-user needs

Link Knowledge Articles to Entities Within SysAid

To improve the accessibility to relevant knowledge articles, you can link a knowledge article to: IT assets, incident/problem/change records, CIs, SLAs, and almost any entity in SysAid. This makes the relevant knowledge article information visibly available within incident records that involve any of these entities. For example, you may have created a knowledge article on how to solve a paper jam for a specific brand and type of printer. If you add that article to the relevant CIs or asset records, then a link to the knowledge article appears in any incident record related to that printer type ﹘ hopefully ensuring that IT support teams follow solution models that have already been set up rather than trying to reinvent the wheel.

Auto-suggestion for End-user Self-help

When using the SysAid Self-Service Portal, as an end user begins to type their issue (as the incident ticket title), SysAid automatically searches for relevant knowledge articles. SysAid Knowledge Management then provides details of relevant knowledge article suggestions, which the end user can use to resolve their issue by themselves, without having to submit the incident ticket. The auto-suggest capability can be configured based on title, question, and/ or answer to optimize the relevance of suggested knowledge articles.