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It's senseless to invest a lot of time working out the solution to a problem without recording your findings for others to use when similar problems occur. Even a homemade knowledge base will make life easier for the support team.
When IT pro Jeff Dray first joined a help desk, there was no system in place for sharing information or solutions, and a lot of time was wasted solving the same problems from scratch. Over the years, he's seen the most rudimentary knowledge bases grow into sophisticated, searchable databases for finding answers quickly. Here are his suggestions for creating and maintaining a reliable, up-to-date system for sharing information among your team members.
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