How to Build a Knowledge Base

The knowledge base is an essential part of IT support self-service options, right next to the service catalog and the self-service portal.

With a solid knowledge base, you can significantly reduce the number of tickets submitted to the help desk since you allow end-users to solve problems by themselves.

In addition, if you set them as private, you can create an internal knowledge base for your agents to set up standard operating procedures and help them troubleshoot issues.

In this video, our Product Specialist Matt Beran walks you through creating a Knowledge Base on InvGate Service Management.

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Key moments:
00:00:00 Introduction
00:00:38 How to build your Knowledge Base - Initial setup
00:03:52 AI drafted articles
00:06:16 Writing the article
00:07:03 Knowledge base tour
00:09:17 Integration and API
00:09:52 Knowledge workflow
00:11:57 Closing

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