- Link Knowledge Base Documents to Ticket Categories
- The VI Service Desk provides a dynamic Knowledge Base that automatically displays knowledge documents that are associated with a ticket’s categorization. In the screen shot below when New Hire category is selected on a Request ticket, an associated knowledge document is displayed at the top of the ticket in the notification area. The knowledge document can be quickly reviewed and imported into the ticket.
- Managing Knowledge Base Visibility
- Knowledge base documents visibility can be managed by Roles, Territory, or a combination of both. This helps ensure that knowledge is being provided to the right people within the organization.