Think of how much time you could save using a robust knowledge base repository. End-users could approach the help desk, receive automated solutions tailor-made to suit their needs, and resolve their requests themselves. It would cut down on all the phone calls, and emails that flood your help desk. But is self-service only for end-users? 

Fact is, your technicians or support agents, can benefit greatly using a knowledge base solution. For instance, let's say, I am assigned a ticket to solve network issues, and if solving network issues is not my strong suit, I can easily refer to a knowledge base article, that's compiled from the list of frequently-documented support queries and answers to help me solve this ticket. This would empower technicians, save their time, and most importantly, cut down request resolution times.

So, the next question is, how do you track solution usage by technicians? Pull up a report to see how technicians use knowledge base solutions.