Re: Knowledge Base Software Tools

Subject: Re: Knowledge Base Software Tools
From: Robert Lauriston <robert -at- lauriston -dot- com>
To: TechWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 24 Nov 2015 12:04:28 -0800

Does your tech support department use a help desk system such as
Zendesk, ServiceDesk, or Remedy? If so, your first step should be to
see if it includes or integrates with a KB system. If not, you might
want to expand the KB initiative to search for an integrated system.

On Tue, Nov 24, 2015 at 11:40 AM, Jelus, Susan C.
<susan -dot- jelus -at- thermofisher -dot- com> wrote:
> Hi everyone.
> I'm trying to encourage my company to establish a "knowledge base" that could be used as a help system to answer customer (and internal) technical questions. Ideally, anyone could enter a question and a response, including tech support, tech writers, engineers, and customers. We would include a check/approval step before it is published.
> Do any of you have experience with this type of system? What tools do you use to produce/check/compile it? Any other random thoughts about this? We're NOT in the business of developing software, and so don't produce html help or anything like that. It would be freestanding, probably available through the corporate website.
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