Best (and preferably free) way to create an ICT Knowledge base?

indierocker85

Hi there,

I am wanting to create a knowledgebase of ICT support issues and resolutions for an ICT helpdesk within a small business. This is mainly to assist in the training of new staff in common issues and there straight forward resolution. It will probably be simple things i.e I can't get sound out of the rear 3 speakers on my 5.1 speakers. They then select this and get the resolution, what is the easiest way to create a knowledgebase like this? Someone suggested access but I haven't had much experience with this to date. Can anyone help/assist?

Thanks in advance

indierocker

unrich

If you haven't got the experience and you're not going to buy the experience then professor google will be the next best thing.

There is commercial software for this kind of thing but it costs money. It won't have any knowledge until you put it in.

isofa

For a small business I'd approach this with an intelligent relational database, with an advanced search tool on the front end.
Several main fields (obviously keyed and index across the required tables). Ability to least a search in the FAQ titles, ad-hoc text search in all fields etc. However this will need a far bit of knowledge, as it's the searching and listing for related topics that will be key
Also you could add a support call logging tool to this too.

If you need more details and you want to employ a professional - let me know

[Deleted User]

Do it on the cheap - create a text file with every new bit of 'knowledge' aquired - then let Google Desktop / MS desktop search index it all and use it to search.

We've got a giant corporate 'knowledge base' website - i typically find more useful information by searching through 3 years of emails quickly (thank you outlook 2007!)

indierocker85

Heya guys

I'm still none the wiser on how to actually go about this though. Like step by step etc or what program to use. :-(

hakko

The text file and Google desktop is a good idea.

bookduck

indierocker85 wrote: »

Heya guys

I'm still none the wiser on how to actually go about this though. Like step by step etc or what program to use. :-(

Think there is a little bit of software from a company called Remedy that does what you are after. Look here http://www.bmc.com

kevsan

You could look at using a wiki.

that way, as staff learn more stuff they can add to the articles..

I use mediawiki - http://www.mediawiki.org/wiki/MediaWiki on an xampp installation running on a usb stick!!.. but you could put it on any webserver. http://sourceforge.net/projects/xampp/

kevsan

just found this as well....

http://bobcares.com/article39.html

isofa

Are you any good with databases, e.g. Access or Filemaker?

If so that will give you the most flexibility, but you'll need to know about database design, and preferably how to code, otherwise you'll be limited in functionality to what is provided by "wizards".