Knowledge Base

The EduDesk Knowledge Base is a centralized repository of IT solutions, guides, and best practices that helps reduce repetitive support requests and empowers users to solve common issues independently.

Overview

Available in the Pro and Premium subscription tiers, the Knowledge Base feature provides:

  • A searchable library of IT solutions and documentation

  • Self-service troubleshooting for common issues

  • Reduced ticket volume for recurring problems

  • Consistent solutions across your organization

  • Knowledge retention when IT staff changes

Accessing the Knowledge Base

For End Users

  1. Log in to your EduDesk account

  2. Click "Knowledge Base" in the main navigation

  3. Browse categories or use the search bar to find articles

  4. View articles relevant to your query

For IT Administrators

IT administrators have additional capabilities:

  1. Access the Knowledge Base through the main navigation

  2. Click "Manage Knowledge Base" to access administrative functions

  3. Create, edit, and organize knowledge base content

Knowledge Base Structure

The Knowledge Base is organized into a hierarchical structure:

  • Categories: Broad topic areas (e.g., "Hardware", "Software", "Network")

  • Subcategories: More specific topics within categories (e.g., "Printers", "Microsoft Office")

  • Articles: Individual documents containing solutions or guides

Creating Knowledge Base Content

Creating a New Article

IT administrators can create new articles:

  1. Go to "Manage Knowledge Base"

  2. Click "Create New Article"

  3. Fill in the article details:

    • Title: Clear, descriptive title

    • Category: Select the appropriate category

    • Summary: Brief overview (appears in search results)

    • Content: Detailed instructions (supports Markdown formatting)

    • Tags: Keywords to improve searchability

    • Visibility: Public (all users) or Internal (IT staff only)

  4. Add images or attachments if needed

  5. Click "Preview" to review how the article will appear

  6. Click "Publish" when ready

Best Practices for Article Creation

  • Use clear titles: Make titles descriptive and problem-focused

  • Start with a summary: Provide a brief overview of the issue and solution

  • Use step-by-step instructions: Number steps for clarity

  • Include screenshots: Visual guides help users follow along

  • Add troubleshooting tips: Address common variations of the problem

  • Link related articles: Connect users to relevant information

  • Use consistent formatting: Maintain a standard style across articles

  • Keep content updated: Regularly review and update outdated information

Managing Knowledge Base Content

Editing Existing Articles

  1. Navigate to the article you want to edit

  2. Click "Edit" in the top-right corner

  3. Make your changes to the content

  4. Click "Save Changes"

Organizing Categories

  1. Go to "Manage Knowledge Base"

  2. Click "Manage Categories"

  3. From here you can:

    • Create new categories

    • Rename existing categories

    • Reorder categories

    • Move articles between categories

Article Versioning

The system maintains a history of article changes:

  1. Go to an article

  2. Click "Version History"

  3. View previous versions

  4. Restore a previous version if needed

Knowledge Base Analytics

Track the effectiveness of your Knowledge Base:

  1. Go to "Manage Knowledge Base"

  2. Click "Analytics"

  3. View metrics such as:

    • Most viewed articles

    • Search terms used

    • Articles with highest/lowest helpfulness ratings

    • Article view trends over time

Use these insights to:

  • Identify knowledge gaps

  • Improve underperforming articles

  • Create content for frequently searched topics

Integration with Ticket System

The Knowledge Base is integrated with the ticket system:

Suggested Articles

When users create a new ticket, the system:

  1. Analyzes the ticket description

  2. Suggests relevant Knowledge Base articles

  3. Allows users to view solutions before submitting the ticket

This feature:

  • Reduces ticket volume

  • Provides immediate solutions

  • Educates users about self-service options

Linking Articles to Tickets

IT staff can link Knowledge Base articles to ticket responses:

  1. While responding to a ticket, click "Link Knowledge Base Article"

  2. Search for a relevant article

  3. Select the article to include in your response

  4. Add any additional context

  5. Send the response

Creating Articles from Tickets

Turn valuable ticket solutions into Knowledge Base articles:

  1. Open a resolved ticket

  2. Click "Create KB Article from Ticket"

  3. The system will pre-populate a draft article with:

    • Ticket title as the article title

    • Problem description from the ticket

    • Solution from the resolution notes

  4. Edit as needed

  5. Select a category and add tags

  6. Publish the article

Advanced Features

Article Templates

Create templates for common article types:

  1. Go to "Manage Knowledge Base"

  2. Click "Templates"

  3. Create templates with predefined sections

  4. Use templates when creating new articles

Bulk Operations

Manage multiple articles at once:

  1. Go to "Manage Knowledge Base"

  2. Select multiple articles using checkboxes

  3. Use bulk actions:

    • Move to category

    • Change visibility

    • Archive

    • Delete

Import/Export

Transfer Knowledge Base content:

  1. Go to "Manage Knowledge Base"

  2. Click "Import/Export"

  3. Export articles to various formats (HTML, PDF, Markdown)

  4. Import articles from external sources

Best Practices for Knowledge Base Management

  • Regular audits: Review articles quarterly for accuracy

  • User feedback: Monitor article ratings and comments

  • Consistent style: Maintain a style guide for all authors

  • Keyword optimization: Include common search terms

  • Retire outdated content: Archive articles that are no longer relevant

  • Promote usage: Remind users about the Knowledge Base resource

  • Train contributors: Ensure all content creators follow guidelines

Troubleshooting

Search Not Returning Expected Results

  1. Review article tags and keywords

  2. Check if the article is published and visible

  3. Verify the article is in the correct category

  4. Test alternative search terms

Articles Not Displaying Correctly

  1. Check Markdown formatting

  2. Verify image links are correct

  3. Test in different browsers

  4. Clear browser cache

Getting Help

For assistance with the Knowledge Base feature:

  • Review the Knowledge Base administration guide

  • Contact support at support@edudesk.org

  • Join our monthly webinar on Knowledge Base best practices

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