Solutions/knowledge base in ServiceDesk Plus Cloud
Summary
TLDRIn 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
- π The video discusses ManageEngine Service-Plus, a cloud-based helpdesk solution.
- π§ The Solution Module is a knowledgebase section accessible by both end-users and technicians.
- π Users can add articles to the solution by clicking on the 'New Solution' button.
- π·οΈ Solutions can be categorized under various topics and keywords for easy identification.
- π Solutions can be published on the self-service portal for end-user access or restricted to specific user groups.
- π The 'Add' button marks a solution as unapproved, requiring approval before it can be used.
- π§ Technicians receive approval requests via email and can approve solutions within the application.
- π Comments can be added by technicians during the approval process to provide feedback.
- π Topics can be created and organized, allowing for a structured knowledgebase.
- π 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
π§ 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.
Mindmap
Keywords
π‘ManageEngine Service-Plus
π‘Solution Module
π‘Knowledgebase
π‘End-Users
π‘Technicians
π‘Article
π‘Publish
π‘Self-Service Portal
π‘User Group
π‘Approval Process
π‘Topics
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
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