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- Knowledge Base Builder
- Who it's for
- Internal IT teams
Internal IT teams
An internal IT team often answers the same access and device questions while handling individual incidents. Knowledge Base Builder lets the team keep those cases in service records and maintain reusable answers in owned articles. The service desk can use publication status to choose current guidance, then submit feedback when a step is unclear.
How Knowledge Base Builder is set up for you
Access questions
Write an article for a common access procedure, including the conditions that make the steps apply. Give it an owner who can check the procedure after service changes.
Device context
Record the affected asset and service on an incident before turning a one-time fix into broad advice. An asset's location and status may explain why a step worked only in one place.
Case history
Use dated incident updates to preserve what the agent observed and did. Let the editor use that history when drafting an answer.
Reader response
Collect helpfulness and comments against the article so the owner can see which instruction readers struggle with.
An internal IT team often answers the same access and device questions while handling individual incidents. Knowledge Base Builder lets the team keep those cases in service records and maintain reusable answers in owned articles. The service desk can use publication status to choose current guidance, then submit feedback when a step is unclear.
Start with an active service that generates repeated support questions. Identify its service owner, a Knowledge Editor and an Article Reviewer. Bring in a small set of representative incidents and choose one question that has a settled answer. Draft the article, have the reviewer read it from an agent's point of view and check the published version against the real procedure. Ask agents to use the article during ordinary case work and record feedback when the answer misses a condition.
As more services come into scope, keep categories consistent. Review changes to each service before changing published instructions. Use the feedback list and problem findings to select the next article to revise, rather than trying to rewrite the whole library at once.
Features to start with
Roles on the team
- Admin
- Owns access setup and the operating rules for article and service records.
- Knowledge Editor
- Drafts and maintains assigned articles and reviews reader comments.
- Article Reviewer
- Checks article content and makes the publication decision.
- Service Desk Agent
- Records incidents and updates and uses article content to answer service questions.
- Service Manager
- Oversees service records and investigates recurring support issues.
Set up Knowledge Base Builder your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.