The ChangeGear Knowledge Base (KB) allows your users to connect with an expert system with little cost to help desk staff. Users can educate themselves instead of, or before, calling the help desk and help reduce the volume of calls your help desk may receive. The help desk staff users can use the Knowledge Base to respond to capture system critical knowledge and distribute that knowledge to other staff members or users.

Note: You may not have access to this ChangeGear feature depending on your permissions.

Accessing Knowledge Base Articles

Knowledge Base articles published to the web can be accessed in a variety of ways. You can access recently updated Knowledge Base Articles on the ChangeGear Web Self-Service Portal under the Popular Solutions category or by navigating directly to the Knowledge Base module. You can use the search for a specific article using the search bar on the Self-Service Portal page or by using the advanced search feature in the Knowledge Base module. Article links can be e-mailed directly to you either as part of the resolution of a request or directly from the article.

Click one of the following topics to learn more about managing KB Articles: 

• Creating and Editing KB Articles

• Using the KB Form

 

 

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