Knowledge base or solutions play a good role in IT support operations. Each support engineers providing solutions different ways, also they will be spending more time to build solutions. If we able to build a strong knowledge base, it help in different ways. It acts as one of the key of support operation.

1. All the technicians providing solutions in same flow.
2. It reduces the time to provide solutions.
3. Solutions should be searchable.
4. Solutions should be accurate.
5. Possible to categorise the solutions.
6. Make it PDF documents / audio / video tutorials.
7. New technician can start support easily.
8. End user gets good feel / comfort of solution.
9. It will be easy to share with users.
10. Improve the quality and build more and more solutions.