Knowledge bases are increasing being deployed over the Web.  This has implications for Help Desks.  Since one of the strengths of the Internet is its way of deploying knowledge.  These knowledge bases are being deployed using company Intranets.  As the Internet has only become really popular in organisations recently so these web enabled knowledge bases have popped up in Help Desk software packages over the last 5 years or so.

On a practical level what this actually means is first of all Support Analysts being able to search for through problem fixes as they had done previously the difference being that it is deployed over the internet so it can be accessed from anywhere.  Very useful if the Help Desk is over a few geographical locations.  Another benefit is the ability to be able to post the status of a call for customers to check on the Help Desk.  This allows users to check the resolution to their problem on the internet is being solved rather than contacting the Help Desk and using up a Support Analysts time.  Another benefit is that customers can post their problem over the Internet.  Rather than using an email this makes the user specify his or her problem in the same format as everyone else.  Vergis (1998) writes that some sites have actively providing a service 24 hours a day, 7 days a week.  Users can post problem, check the status of their problem, use web support 24 hours a day rather than only office hours.

Another way in which the Web is making an impact is through FAQ’s (Frequently asked Questions).  Support Analysts create web pages with FAQ’s, that are lists of solution to the most commonly asked questions.  Instead of contacting the Help Desk at the first sign of a simple problem users can view the FAQ’s page and look for a solution to their problem.  If the solution is tricky to implement then they can contact the Help Desk, this can cut down drastically on the calls to the Help Desk therefore allowing Support Analysts to work on more complex problems.  As with knowledge bases FAQ’s are only effective for first line support environments.

According to Burdett (1999) preparation of the information is essential the Help Desk has to decide what information is stored. The level of support has to be decided for instance should simple answers queries only be put on or should all types answers to problem even if the might prove too difficult to carry out for the average user.  The solutions should constantly updated by Support Analysts.  Burdett (1999) says that according to some experts first line support will be replaced completely by web based support or e-support .  Although Kilton (1999) who is a consultant in support environments argues that Web based support can never replace human because it does not create customer loyalty and customer don’t want to get lost in a maze of hyperlinks.  Web support should be used in conjunction with human support and the web site needs to developed well with all types of user in mind.