It's a known fact that a well-run knowledgebase system can boost your customer service, assist with onboarding, and help your techs solve frequently asked questions. But did you know that a good knowledebase can help your company become profitable?
Yes, a sound knowledge base system can help your company become more efficient and hence more profitable.
That's why at SherpaDesk, we strive to continuously update the features that help our users run their businesses better.
Knowledge Is King
SherpaDesk's Knowledgebase feature lets you create new KB articles in just a couple of clicks to be shared with your internal team or external customers. The power of a knowledge base system (apart from the content of the articles themselves) is based on the permission levels you attach to each article.
Knowledge Base Articles Permission Levels
Public-These are articles that anyone can read (do not require a login to view). They can be created by someone inside your company, from the SherpaDesk team or other users in the SherpaDesk community. These articles are written for the greater good of the SherpaDesk community at large.
Account Specific Portal- At this permission level, KB articles are published on an account's specific portal. They are visible to the public and do not require a login to access. Great for company-wide information that is ok to share with the public.
Private (all users) - These are articles that all users of the system have access to view. They will not be visible on the public portal and will require the user to login with their credentials to access. These are great for onboarding and internal FAQs.
Private (Tech/Admins Only) -These are articles that only technicians and administrators have access to view. They will not be visible on the public portal and will require the user to login with their credentials to access. These are great for solving recurring tech issues and tech onboarding.
Private (Account Specific)-These are articles that can be published to an account's specific portals based on the assigned account. They will not be visible on the account's public portal and will require the user to login with their credentials to access. These are good for techs that manage several external accounts and need to assign KB articles to different accounts.
If you have any questions feel free to hit us up at our sub-reddit (r/sherpadesk), and you can always contact us at: Support@SherpaDesk.com.