100-140 · Question #34
What are benefits of a knowledge base for IT support? (Choose two)
The correct answer is A. Reduces resolution time C. Trains new IT staff. A knowledge base reduces ticket resolution time by providing documented solutions and onboards new staff by serving as a self-service training resource. It directly improves support team efficiency and capability.
Question
Options
- AReduces resolution time
- BImproves system speed
- CTrains new IT staff
- DIncreases financial performance
How the community answered
(35 responses)- A74% (26)
- B9% (3)
- D17% (6)
Why each option
A knowledge base reduces ticket resolution time by providing documented solutions and onboards new staff by serving as a self-service training resource. It directly improves support team efficiency and capability.
A knowledge base gives technicians immediate access to documented procedures and past resolutions, reducing the time spent diagnosing recurring issues and eliminating redundant troubleshooting steps.
A knowledge base is a documentation and workflow tool; it has no direct mechanism to improve the processing speed or performance of operating systems or hardware.
New IT staff can use a knowledge base as structured, searchable documentation to learn standard procedures, common issues, and approved solutions, shortening the onboarding and competency ramp-up period.
While better IT support can indirectly support business operations, increasing financial performance is not a direct or measurable benefit of a knowledge base itself.
Concept tested: Knowledge base value in IT support workflows
Source: https://www.itlibrary.org/index.php?page=Knowledge_Management
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