Once a tried and tested way has been found to resolve an issue, record a summary of the issue, full details of what happened, scenarios and how it affected those involved. Then record detailed steps for resolution. This passing of information around your team can be done quickly, and allows them to share their experience and skills with other members.
Everything you publish to your NHD KB is automatically set to private, so that it for your team's eyes only. You can organise entries into FAQ lists as well.
You can then select what information is published to the web portal for your end-users to see, and allow them to self-diagnose and resolve as you want them to. You remain in full control of what they have access to.
The knowledge base is available throughout NetHelpDesk, to make it easy for a support person to add new and look up existing entries. The structure of the KB is based on simple, full text indexing of the entire knowledge base entry, not just on keywords. Links to fixed documents in the entry, external documents on your network or SharePoint, and web site articles can be added to the knowledge base quickly. Each entry is assigned a review date (based on a user defined interval), that allows the information to be reviewed an if necessary amended periodically.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.