Capture and Share IT Tips & Tricks with Knowledge Base

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Speaker: David Babbitt, Technical Program Manager, Spiceworks
11:00 - 12:00
*MSP-Friendly

Enable your team and your users to “fish for the fixes” with the Spiceworks Knowledge Base! In this session, learn how to:

Capture your team’s knowledge for common procedures, commands, tips, and more

Choose among 1000s of preloaded articles to use as-is or to customize for your needs

Share how-tos and troubleshooting tips with end users on the user portal

Published in: Education, Business
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Capture and Share IT Tips & Tricks with Knowledge Base

  1. 1. Knowledge BaseDavid Babbitt
  2. 2. What is Knowledge?
  3. 3. Procedures for Yourself?
  4. 4. DIY for Your Users
  5. 5. Share with Your Team
  6. 6. Share with Friends and Former Colleagues
  7. 7. Share with Everyone
  8. 8. Spiceworks Knowledge Base
  9. 9. • Steps include purchases, accounts, etc• Company procedure, shared by your team• Relates to ticket• Relates to purchase listExample “New Employee”
  10. 10. • Prescriptive fix, uncommon problem/procedure• General IT knowledge, could share with all• Found solution in a Community TopicExample “Configure LDAP in Linux”
  11. 11. • User self-help, step-by-step• Authored by vendor (Microsoft)• Relates to ticket• Place on intranet User PortalExample “Create Rules in Outlook”
  12. 12. Spiceworks Knowledge BaseSharingNoneColleaguesFriendsSpiceHeadsContentHow-ToBreak FixFree FormScreencastsTopics, PostsScriptsOthers SitesOrganizationBrowsePortalCategories, TagsSearchPortal SearchRelates to …Ticket Response✓✓✓✓✓✓✓6.16.27.0
  13. 13. DEMO

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