With the help of ServicePRO’s Knowledge Management, you can create and maintain your database of best solutions with ease. These Best Solutions provide your Support Reps and your end-users with a searchable knowledge base of commonly-encountered problems and their solutions. This helps in reducing the number of calls that need to come to your Help Desk. Support Reps are allowed to add new best solutions as they encounter and solve new problems.
Users with the “Support Rep” and “ServicePRO Administrator” privilege can view, search and draft Best Solutions and only the “ServicePRO Administrator” can publish the articles. They can also add and update existing Knowledge Base articles.