Service management - Technology
Knowledge base
A searchable collection of instructions, fixes and answers to common questions
What's it for?
Lets people find answers and proven fixes without solving the same problem from scratch each time.
For example…
A user searches 'reset VPN' and follows a knowledge article instead of waiting in the queue
An employee searches the knowledge base for “VPN not connecting” and follows an approved troubleshooting article without opening a ticket
Think of it like…
Well-kept recipe binder: the same questions stop needing a phone call every time