End User
- 26 Jun 2024
- 2 Minutes to read
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End User
- Updated on 26 Jun 2024
- 2 Minutes to read
- Print
- PDF
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IT Answers Await in the Knowledge Base!
An end user in the knowledge management module is multifaceted and essential for ensuring the effectiveness of IT Service Management (ITSM). End users serve as both consumers and contributors of knowledge within the system. They utilize the knowledge base to troubleshoot issues independently, find answers to common questions, and learn best practices, thereby improving efficiency and user satisfaction. Additionally, end users play a crucial role in enriching the knowledge base by sharing their experiences, documenting unique issues, and proposing innovative solutions. This collaborative approach fosters a culture of knowledge sharing and continuous improvement within the organization, ultimately enhancing the overall effectiveness of ITSM processes and empowering end users to better navigate IT systems and services.
User Persona: End User
Let's explore the following use case.
Use Case User Persona: End User | Solution |
| A new IT support team member has joined the Service desk team of NovaTech company. He is tasked with handling IT support tickets such as incidents, service requests, work orders, etc. with varying degrees of technical know-how. | The new employee reached out to the knowledge base created by the service desk team. The knowledge base had various help articles, tutorials, and documents that could be referred to resolve the support tickets efficiently. With step-by-step instructions and guidance, the employee understood the process of troubleshooting support tickets. |
End User Dashboard for Knowledge Management
The intuitive interface of the End User Portal has easy-to-navigate options for accessing the knowledge base. Whether you're seeking technical support, equipment assistance, or software solutions, the portal provides a seamless experience to find answers to your IT questions.
To access the End User Portal, perform the following steps:
- Navigate to Service Management > End User Dashboard.
Figure: End user dashboard - End Users can log an incident, SR, browse the Knowledge Base, and access the Community as well through the End User Portal by clicking on the different cards on the End User Portal.
- Search Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully.
Figure: Search - On the left panel, click Knowledge > Knowledge Base.
Figure: Knowledge base - The knowledge records list page is displayed.
Figure: Knowledge base list page - Click the search icon
to search knowledge articles with keywords or article ID numbers. - Click the Article ID to view the details of the article.
Figure: Search
Figure: Knowledge base
Figure: Knowledge base list page
to search knowledge articles with keywords or article ID numbers.Was this article helpful?