{"id":5469,"date":"2014-02-11T18:41:19","date_gmt":"2014-02-11T18:41:19","guid":{"rendered":"https:\/\/www.n-able.com\/?p=5469"},"modified":"2021-04-06T18:48:35","modified_gmt":"2021-04-06T17:48:35","slug":"building-a-knowledge-base-for-your-msp-service-desk","status":"publish","type":"post","link":"https:\/\/www.n-able.com\/pt-br\/blog\/building-a-knowledge-base-for-your-msp-service-desk","title":{"rendered":"The importance of building a knowledge base for your MSP Service Desk"},"content":{"rendered":"

There\u2019s one thing that computer users collectively HATE, and you probably hate it too: Having to explain a problem over and over again to different people without it being fully resolved.<\/p>\n

We\u2019ve all been there: talking to someone at the other end of the phone who\u2019s following a standard script that you just know isn\u2019t going to help. It\u2019s frustrating and maddening. If you want your MSP business to be successful, you need to ensure it never provides this kind of irritation to customers.<\/p>\n

Building a good knowledgebase for your workers is a key part of the solution. It\u2019s not ALL of the solution \u2013 obviously you have to hire the right people, give them the right equipment and tools, and ensure they have the autonomy to help customers effectively. However, a knowledge base is still an absolute essential.<\/p>\n

IT knowledgebases can take various forms. At a primitive level, we\u2019re talking about text-based documentation and notes fields within logging systems, but it\u2019s possible to go far beyond this.<\/p>\n

Modern service desk solutions can do far cleverer things that deliver far more interesting benefits for your MSP team, such as:<\/p>\n