Knowledge BaseDavid Babbitt
What is Knowledge?
Procedures for Yourself
1. Plug in2. Turn on
?
DIY for Your Users
Theproblemis you
Share with Your Team
Share with Friends and Former Colleagues
Share with Everyone
Spiceworks Knowledge Base
• Steps include purchases, accounts, etc• Company procedure, shared by your team• Relates to ticket• Relates to purchase list
Example “New Employee”
• Prescriptive fix, uncommon problem/procedure• General IT knowledge, could share with all• Found solution in a Community Topic
Example “Configure LDAP in Linux”
• User self-help, step-by-step• Authored by vendor (Microsoft)• Relates to ticket• Place on intranet User Portal
Example “Create Rules in Outlook”
Spiceworks Knowledge BaseSharing
NoneColleagues
FriendsSpiceHeads
ContentHow-To
Break FixFree Form
ScreencastsTopics, Posts
ScriptsOthers Sites
OrganizationBrowsePortal
Categories, TagsSearch
Portal SearchRelates to …
Ticket Response
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6.1
6.2
7.0
DEMO
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