A Knowledge Base (KB) in Service Desk plays a role of an organized collection of data for the entire organization. It is a self-service library acting like an encyclopedia that can contain different formats of information such as articles, tutorials, videos, manuals, or FAQs which are organized into related categories and folders. End users have easy access to valuable knowledge 24/7 without having to contact anybody. KB functionality encourages users to solve issues independently and more efficiently which also has saved costs, avoiding hiring extra staff for this kind of support.
Service Desk offers multiple channels on how users can access a knowledge base and its related topics they need to solve – from the self-service portal or directly from the request in the section–solving process.
For instance, if an employee notices their computer is running slowly, they can search the Knowledge Base for "slow computer troubleshooting." The article might include steps such as closing unnecessary programs, checking for malware, clearing temporary files, and restarting the computer. It could also suggest running a system performance check or contacting IT if the issue persists. This empowers employees to resolve common performance issues themselves, reducing the number of support tickets related to slow computers.