While knowledge bases are useful tools for just about any organization in and by themselves, the Autotask Knowledge Base is exceptionally powerful because it is integrated with the rest of Autotask.
Compared to an external knowledge base, the Autotask Knowledge Base has the following advantages:
- You can link ("relate") one or more tickets to a knowledge base article. Technicians can then click a link on the ticket to access accurate information to resolve the issue according to your company's standards. Updates are made in only one place, and they are immediately available. When technicians add new, useful information to a ticket note, whoever updates the article can open the ticket right from the article to access the note. Refer to Related Items.
- You can link to Opportunity Assessment Steps. Your Knowledge Base can become your repository of current sales collateral. Refer to Associate a knowledge base article with a step.
- You can publish an article selectively. Unlike a ticket, an article does not have to be specific to a customer. Instead, your entire Client Portal customer base can instantly access a resolution, or you can selectively publish an article to your internal users only, or your internal users and only one named Client Portal customer, named territory, or named organization classification. Refer to Managing client access to articles and documents in your knowledge base.
- You can search for a solution to a ticket by clicking View Potential Solutions in the Tags section of a ticket. Articles that share tags with the ticket will appear on a table as suggested solutions. Refer to Searching the knowledge base by tag.
- You can create an article that includes a reference to an article in an external knowledge base. Other than the content being external, references work just like any article or document. Refer to Reference Link.
- You can link a knowledge base article to a checklist item. Refer to Linking articles to checklist items.
NOTE You can still configure access to an entire external knowledge base (such as the MSDN network) right from the Ticket page. Refer to Creating LiveLinks to access external knowledge bases.
