What is it?
A knowledge base is an information library that contains information about a service, existing issues and their solutions, organization policies, and so on. It is important to create and maintain a knowledge base so that users can access the required information easily and resolve issues on their own.
| Visibility | Objective | |
|---|---|---|
| End-user Article | These articles are searchable by all Syensqo users in SyRa Digital Workplace | Share “bite-sized” knowledge Information about service, instructions, solutions or policies to improve self-service |
| Agent Articles | These articles are only visible for GBS Agents in SyRa Business Workflows (BWF) | Operating procedures * that support service resolution |
* Agent Articles aim to easily link a request resolution to an Operating procedure in Confluence/Wiki. It does not replace the Operating Procudure official repository in Confluence/Wiki.
Useful links:
How to create a knowledge article. Only available to agent role.