Once a problem has been resolved it is important to make any knowledge that has been acquired by the support staff available to all. The knowledge shouldn't just be retained by one person, but should be shared by all current and future staff.

The NetHelpDesk knowledge base software integrates with the rest of NetHelpDesk to make it easy for a support person to add new entries and look up existing entries. It is based on simple, full text indexing of the entire knowledge base entry, not just on keywords.

 

Knowledge Base Screenshot

Links to external documents and web sites can be added to the knowledge base. 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. This information can be published selectively via the WEB interface to end users.