I’ve noticed a lot of posts in communities regarding how to create and maintain a KnowledgeBase in HEAT Knowledge Management. This tells me HEAT customers understand the importance of a good solutions and the daunting job of creating them. KnowledgeBroker (KBI), an IVANTI partner, can help with this effort.
KBI licenses a Digital Desktop Support Solutions KnowledgeBase for Help Desks and Self-Service. This valuable, cost-effective solution provides over 60,000 curated, mobile friendly, step-by-step answers to questions for more than 345 Applications, Operating Systems, and Digital Devices. Each answer has been vetted and curated. Import KnowledgeBroker's (KBI) Support Solutions directly into your HEAT Knowledge Management application. Answers are fast, easy to use and above all completely under the control of your IT department!Examples include Windows 10, Office 365, Office 2016, Windows 8.1, Windows 7, Office 2010, Office 2013 and much more.
For companies that have need for custom knowledge article creation, we can take your support tickets and turn the raw data in to solutions that can be imported back in to your system. This gives you the best of both worlds, common and custom solutions.
57% of service desks struggle with increased ticket volumes, but only 31% are expanding head count. When your employees go out to the web to solve a support question, you never know what they may bring back. You don't know if the solution is correct or if it could pose a threat to your entire IT environment. Using HEAT's Self-Service Portal for your employees and combining it with KBI Digital Support Solutions KnowledgeBase will divert calls from the service desk while assuring your customers get vetted correct information they need. Customers who do contact the Service Desk will be delivered the same consistent solutions by Support Staff leveraging the same KBI Knowledgebase.
We’d love to hear from you if our Digital Desktop Support Solutions KnowledgeBase could be helpful to your organization. Please contact us at KnowledgeBroker@kbi.com or 1-626-441-0702. For more information, check us out at – http://kbi.com