Solutions/knowledge base in ServiceDesk Plus Cloud

Summary

In this video, we explore the Solution Module in ManageEngine Service-Plus, a cloud-based helpdesk solution. The module serves as a knowledgebase accessible to both end-users and technicians. We demonstrate how to create and publish solutions, categorize them under topics, and attach files for easy reference. Additionally, we show how to restrict access to specific user groups and the approval process for new solutions, ensuring that end-users can benefit from a comprehensive knowledgebase.

Takeaways

• 🌐 The video discusses ManageEngine Service-Plus, a cloud-based helpdesk solution.
• 🔧 The Solution Module is a knowledgebase section accessible by both end-users and technicians.
• 📝 Users can add articles to the solution by clicking on the 'New Solution' button.
• 🏷️ Solutions can be categorized under various topics and keywords for easy identification.
• 🔓 Solutions can be published on the self-service portal for end-user access or restricted to specific user groups.
• 📌 The 'Add' button marks a solution as unapproved, requiring approval before it can be used.
• 📧 Technicians receive approval requests via email and can approve solutions within the application.
• 📑 Comments can be added by technicians during the approval process to provide feedback.
• 📚 Topics can be created and organized, allowing for a structured knowledgebase.
• 🔄 Parent and child topics can be associated by dragging and dropping, enhancing the organization of the knowledgebase.

Q & A

What is the purpose of the Solution Module in ManageEngine Service-Plus?

The Solution Module in ManageEngine Service-Plus serves as a knowledgebase section that can be accessed by both end-users and technicians to add, manage, and publish solutions to common issues.

How can a technician add a new solution in the Solution Module?

A technician can add a new solution by clicking on the 'Solutions' tab and then clicking the 'New Solution' button, where they can provide a title, content, attach files, and categorize the solution under different topics.

What is the role of keywords in the Solution Module?

Keywords in the Solution Module help in easy identification and searching of specific solutions within the knowledgebase.

How can a solution be made available to end-users in the self-service portal?

To make a solution available to end-users in the self-service portal, the technician needs to check the 'Publish the solution and self-service portal' option when creating the solution.

Can solutions be restricted to specific user groups?

Yes, solutions can be restricted to specific user groups by choosing the appropriate user group during the solution creation process.

What is the status of a solution when it is first added?

When a solution is first added, it is marked as 'unapproved' until it is submitted for approval by the technician.

How does a technician submit a solution for approval?

A technician can submit a solution for approval by clicking on 'Actions' and then 'Submit for Approval', specifying the email address of the technician who needs to approve the solution.

How can an approving technician provide feedback on a solution?

An approving technician can provide feedback by clicking on the link in their mailbox or commenting within the application, and then approve the solution by clicking 'Actions' and 'Approve'.

What happens after a solution is approved?

Once a solution is approved, it becomes available for use by technicians and can be viewed by end-users, enhancing the knowledgebase and support resources.

How can new topics be created in the Solution Module for better organization?

New topics can be created by clicking the 'New Topic' button on the left-hand side, and parent and child topics can be associated by dragging and dropping them in the appropriate places.

What is the benefit of creating knowledgebase articles in ManageEngine Service-Plus?

Creating knowledgebase articles allows for the organization and accessibility of solutions for end-users, improving self-service capabilities and reducing the need for direct technical support for common issues.

Outlines

00:00

🔧 Introduction to ManageEngine Service-Plus Solution Module

This video provides an introduction to the ManageEngine Service-Plus cloud-based help desk solution, focusing on the Solution Module. The Solution Module serves as a knowledge base accessible to both end-users and technicians. It allows users to add articles by navigating to the Solutions tab and clicking 'New Solution.' Each solution requires a title and content, with options to attach files and categorize under various topics. The video will demonstrate how to create topics and assign keywords for easy identification. Solutions can be published for self-service portal access or restricted to specific user groups. Solutions are initially marked as unapproved and can be submitted for approval by specifying an approver's email. Once approved, the solution becomes available for technicians and visible to end-users, enhancing the knowledge base and support efficiency.

Keywords

💡ManageEngine Service-Plus

ManageEngine Service-Plus is a cloud-based IT service management software designed to help organizations manage their IT services efficiently. In the context of the video, it is the main platform being discussed, and the script provides a walkthrough of its features and functionalities.

💡Solution Module

The Solution Module is a component of ManageEngine Service-Plus that serves as a knowledgebase section. It allows both end-users and technicians to access and contribute to a repository of solutions. The video script explains how to create and manage solutions within this module.

💡Knowledgebase

A knowledgebase is a collection of information, often in the form of articles or documents, that provides solutions to common problems or questions. In the video, the Solution Module acts as the knowledgebase for ManageEngine Service-Plus, where solutions can be added and accessed by users.

💡End-Users

End-users are the individuals who use the software or service in their daily activities. The script mentions that the Solution Module can be accessed by end-users, indicating that they can benefit from the knowledgebase of solutions within the platform.

💡Technicians

Technicians, in this context, refer to the IT professionals who manage and maintain the IT services. The video explains how technicians can contribute to the Solution Module by adding and approving solutions.

💡Article

An article, in the context of the video, refers to a piece of content that provides a solution to a specific problem. The script describes the process of adding an article to the Solution Module, which includes giving it a title and content.

💡Publish

Publishing, as mentioned in the script, refers to making a solution available for end-users to view and use. The video explains how to check the 'publish' option to make a solution accessible in the self-service portal.

💡Self-Service Portal

The Self-Service Portal is a user-friendly interface within ManageEngine Service-Plus that allows end-users to access solutions and perform certain tasks without needing to contact technicians. The script shows how to make solutions available in this portal.

💡User Group

A user group is a collection of users who share certain characteristics or roles. The script explains that solutions can be restricted to specific user groups, ensuring that only relevant users have access to certain solutions.

💡Approval Process

The approval process is a series of steps that a solution must go through before it is deemed valid and published. The video script details how technicians can approve solutions by clicking 'approve' after reviewing them.

💡Topics

Topics in the Solution Module are categories or subjects under which solutions can be organized. The script demonstrates how to create topics and associate them with solutions, which helps in organizing the knowledgebase and making it easier for users to find relevant information.

Highlights

Introduction to ManageEngine Service-Plus, a cloud-based helpdesk solution.

Exploring the Solution Module, which is the knowledgebase section of the platform.

Access to the Solution Module is available for both end-users and technicians.

Creating a new solution article by clicking on the Solutions tab and then the New Solution button.

Adding a title and content to the solution, with the option to attach files.

Categorizing solutions under various topics, with a demonstration of how to create topics.

Specifying keywords for solutions to facilitate easy identification.

Publishing solutions to the self-service portal for end-user access.

Restricting solution availability to specific user groups.

Submitting a solution for approval by clicking Actions and then Submit for Approval.

Technicians can approve solutions by clicking Actions and then Approve Solution.

Technicians can provide comments during the approval process.

Once approved, solutions become available for technicians and viewable by end-users.

Adding different topics from the left-hand side by clicking the New Topic button.

Associating parent and child topics by dragging and dropping them into place.

Making knowledgebase articles available for end-users within the application.

Transcripts

hello and welcome to another video for

manage engine service - plus the

cloud-based help the solution today

we're gonna take a look at the solutions

module the solution module is the

knowledgebase section the solution

module can be accessed by both the

end-users and the technicians you can

add an article to the solution by

clicking on the solutions tab and click

the new solution button give a title for

the solution and the content you can

also attach files and put solution under

various topics as we go through this

video I'll show you how we can create

topics you can also specify a keyword

for easy identification of the solution

check the option publish the solution

and self-service portal in order for

end-users to make use of the solution

you can also restrict it to be available

only for specific users by choosing the

appropriate user group you can add a

solution by clicking the Add button

which will mark the solution as

unapproved you can submit a solution for

approval by clicking on actions and

click submit for approval specify the

email address of the technician who

needs to approve the solution and click

on send the technician can click on the

link in the mailbox or comment to the

application and approve the solution by

clicking actions and click approve

solution you can provided some comments

and click approve now the solution can

be used by technicians and viewed by the

end-users so that's how you can create

solutions and approve it you can add

different topics from the left-hand side

click on new topic button to create your

own topic you can associate parent and

child topics as well by simply dragging

and dropping them in the appropriate

places

and that's how you can create

knowledgebase articles and make it

available for the end-users in the

application

you