Speaker: David Babbitt, Technical Program Manager, Spiceworks 11:00 - 12:00 *MSP-Friendly Enable your team and your users to “fish for the fixes” with the Spiceworks Knowledge Base! In this session, learn how to: Capture your team’s knowledge for common procedures, commands, tips, and more Choose among 1000s of preloaded articles to use as-is or to customize for your needs Share how-tos and troubleshooting tips with end users on the user portal

1. Knowledge Base
David Babbitt

2. What is Knowledge?

3. Procedures for Yourself
?

4. DIY for Your Users

5. Share with Your Team

6. Share with Friends and Former Colleagues

7. Share with Everyone

8. Spiceworks Knowledge Base

9. • Steps include purchases, accounts, etc
• Company procedure, shared by your team
• Relates to ticket
• Relates to purchase list
Example “New Employee”

10. • Prescriptive fix, uncommon problem/procedure
• General IT knowledge, could share with all
• Found solution in a Community Topic
Example “Configure LDAP in Linux”

11. • User self-help, step-by-step
• Authored by vendor (Microsoft)
• Relates to ticket
• Place on intranet User Portal
Example “Create Rules in Outlook”

12. Spiceworks Knowledge Base
Sharing
None
Colleagues
Friends
SpiceHeads
Content
How-To
Break Fix
Free Form
Screencasts
Topics, Posts
Scripts
Others Sites
Organization
Browse
Portal
Categories, Tags
Search
Portal Search
Relates to …
Ticket Response
✓
✓
✓
✓
✓
✓
✓
6.1
6.2
7.0

13. DEMO