Knowledge Management Overview
TechExcel HelpDesk includes a complete, out-of-the-box, knowledge base. Build a knowledge base easily by adding knowledge documents, Web pages, and by publishing solutions from resolved support incidents. Internal teams and external customers can search the knowledge base for self-service content based on access privileges. Finally, you can expand your knowledge base content by linking to other knowledge base management systems or by populating the TechExcel knowledge base with third party knowledge packs.
Benefits

Prevent lost or misplaced documents and files

Track document revisions and histories

Improve self service and training with well-organized, easily accessible information

Standardize documents, forms, and contracts with document templates

Control document access privileges
 
Common Knowledge Management Activities

 Manage Documentation Add, modify, delete, categorize, and index documents in your knowledge base.

Strict Version Control Options Control document actions at the project, folder, or item level.

Enable Self-service Provide employees and customers with help topics, release notes, and other self-help documentation.

Track Resolved Incidents Add resolved incidents to the knowledge base to enable self-service and speed diagnosis and resolution.
Easily Search the Knowledge Base Full text and keyword searches ranked by relevancy.
Utilize Knowledge Items Attach knowledge items to incidents or email them to users.
Expand Your Knowledge Base with External Knowledge Links Link TechExcel CRM and HelpDesk with third-party knowledge management tools.
 
Additional TechExcel Knowledge Management Features

KnowledgeWise Auto-Suggest The optional Auto-Suggest module will automatically suggest relevant help topics to an employee based on a new incident request. KnowledgeWise analyzes the keywords and field choices of an incident or email and presents the employee with relevant knowledge matches.

Knowledge Integration Import pre-packaged knowledge packs from knowledge vendors such as KnowledgeBroker or integrate with RightAnswers. Provide your service team with a broad range of professionally written knowledge immediately that is accessible directly through the TechExcel knowledge base.