MSP Knowledge Base: Streamlining Operations & Elevating Customer Experiences

Timan Wainaina
May 15, 2023
min read
September 19, 2023
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Learn the top MPS knowledge base benefits. Use an MSP knowledge base to organize your knowledge and lighten your support team's load.
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A comprehensive MPS knowledge base is essential for streamlining your operations and improving customer service.


Imagine your company employs the best tier-two (T2) staffer who knows just about everything regarding your operations, customers, etc. and supports your T1 staff. Now, imagine the days when this T2 leaves your company.

That could be doomsday!

You may realize that a large part of your organization's customer knowledge relies on that one staffer. Even with all the knowledge base tools and staff, it may appear that only the T2 knew your clients' hidden faults and needs. This can shake up your operations.

The lesson is you should treat your knowledge base as a resource that you must always keep, preserve, polish, review and update. 

So, in this blog post, we discuss the importance of having a comprehensive knowledge base for Managed Service Providers (MSPs) and why Scribe is your best choice platform. 

What is a knowledge base?

A knowledge base is a centralized repository of knowledge and information. It's a service typically used by organizations to store and manage knowledge content related to their products, services, customers, and internal processes. 

A knowledge base is a reference for employees, customers, and other stakeholders who need to access relevant information quickly and easily. MSP documentation can contain various types of information, such as:

Organizations can organize and categorize knowledge in various ways, such as by clients, audience, topic, department, product line, etc.

A knowledge base is created using different technologies and software tools, such as wikis, content management systems and specialized knowledge management software like Scribe. 

What is a knowledge base for MSPs?

A knowledge base for MSPs (Managed Service Providers) is a centralized repository of information (knowledge base) specifically tailored to the needs of MSPs. 

It’s done through MSP documentation software or tools.

MSPs knowledge base typically contains articles, guides, procedures, and best practices related to managing and delivering IT services to clients.

For MSPs, knowledge base management includes the following activities:

  • Classifying and personalizing content topics for each customer account.
  • Setting up restrictions on topics for technicians and client users.
  • Providing relevant suggestions for incidents in the self-service portal.


Staff and stakeholders can access these MSP knowledge bases through different channels, including web portals, mobile apps, chatbots, and more, depending on the users' needs.

What does MSPs knowledge base management involve?

Knowledge Base for MSPs helps MSPs quickly find and access the information they need to resolve technical issues, implement new solutions, and improve overall service delivery. 

An MSP knowledge base can include content on topics, such as network management, cloud computing, cybersecurity, backup and disaster recovery, and others relevant to MSPs.

The MSPs knowledge base can be created and maintained by MSPs or third-party vendors specializing in providing MSP-related tools and content. An example third party is using Scribe to create an easily shareable knowledge base.

Managing a knowledge base for MSPs involves several key activities, including the following MSP practices:

1. Content creation. Organizations must create high-quality content that is relevant, accurate, and up-to-date. Examples of knowledge base content include articles, standard operating procedures, best practices, FAQs, guides, etc., tailored to the needs of MSPs.

2. Content organization. This involves structuring and organizing the content logically and intuitively. The content can be categorized by topic, client type, technology, etc., to make it easy to find and access.

3. Content access management. Knowledge base content can be accessed through various channels, such as web portals and mobile apps, or integrated into an organization's MSP ticketing system, providing timely and effective client support.

4. Content maintenance. Content creation and storage aren't enough. You need to regularly review and update the content to ensure it remains accurate and relevant. You can add new articles or procedures, update existing content, or retire outdated content.

5. Integration. This involves integrating the Knowledge Base into MSPs' existing systems and workflows for easy access and use. This can include integrating it into the MSP ticketing system, remote monitoring and management tools, or other MPSs platforms.

6. User Feedback. To be sure that the knowledge base is working effectively and properly maintained, you can solicit feedback from MSPs and other users. This will help you identify improvement areas and to make the content meet their needs.

Effective knowledge base management is critical for MSPs because it helps them provide high-quality support to their clients. It's also a way to improve MSPs service delivery.

Why is an MSP knowledge base important?

IT Technicians commonly receive service requests such as logging tickets from clients. With many accounts to manage, managing such requests across all the accounts can cause MSPs to be inefficient and lose much productive time. 

This is where an MSP knowledge base comes in.

A comprehensive MSP knowledge base is an essential resource for MSPs by providing a centralized repository of information they use to support their clients effectively.

Here are some of the key benefits and reasons why the MSP knowledge base is important:

1. Streamline operations & improve customer service 

A comprehensive knowledge base is essential for MSPs looking to streamline their operations and improve customer service. It makes it easy for end users to solve issues without raising a ticket, lifting some weight off your help desk. It also allows users to avoid long wait times, improving customer satisfaction.

An effective MSP Knowledge Base enables MSPs to quickly access information and resources to resolve technical issues, implement new solutions, and provide better client service.

Here’s an example of how efficient customer service can play out.  

2. Easy documentation & evidence-based decisions

An effective MSP knowledge base is a basis for organization and end-user documentation, including standard operating procedures, FAQs, guides, manuals, templates, etc. This allows easy access to support documents by both staff and end users.

Since staffers have a central knowledge base, there is little to no room for decisions based on predictions, probability, or luck. All decisions are evidence-based, and the evidence is easy to access.

Also, it supports great end-user documentation. While this will not eliminate the need for your level-one support, it can reduce the number of basic support requests.  

3. Automate process documentation & SOPs

With effective MSP tools, an MSP can say goodbye to the hours lost copying and pasting documents and screenshots

You can simply automate your process documentation and SOPs to ensure your staff saves time when documenting processes or sharing certain SOPs. 

For instance, Scribe instantly turns any process documentation into a step-by-step guide.

All you have to do is turn on the Scribe extension or desktop app and walk through your process. Scribe creates your process document in seconds, with screenshots and annotations.  

Scribe automation reduces the time teams spend creating documentation by 93 percent.


Build strong SOPs and automatically redact sensitive information from your document with ease.

Whether it's for customer training, technology rollouts, new hire onboarding, or any other process, Scribe helps you create professional-looking and organized documents. Like this one:

4. Increase efficiency

Using a comprehensive MSP knowledge base, MSPs can streamline their operations, reduce response times, and increase efficiency. 

This allows improved ticket response and supports their service delivery to their customers. 

Large MPS service providers like Barracuda Knowledge Base and Acronis MSP platform may be better. But upcoming knowledge bases like Scribe provide the insight, new inventions, and support clients need for effective knowledge management.

Scribe is a recently launched KB application that lets you record a process and instantly generate a text and picture-based step-by-step guide you can share with teams and clients. It can help you improve your workflow and improve your service delivery efficiency.

5. Enhance technical expertise

The MSP knowledge base provides MSPs with access to a broad range of technical information, including best practices, procedures, and troubleshooting guides. 

It provides an easy reference for all kinds of knowledge and information the MSPs or end users need to solve issues and gain more knowledge.

This enables MSPs to enhance their technical expertise and effectively support their clients.

The result: issues are solved faster. It's easier to ask a more knowledgeable coworker about a customer issue, and if the person is offline, a knowledge base is the quick reference avenue. Like this one: How to look 10 years younger on Zoom.

6. Ease staff training

With an effective knowledge base, an MSP will find it easier to onboard new tech staffers of any level of expertise and teach them according to the organization's standards.

Scribe is a perfect tool to train teammates.

If your inbox is filled with repeat questions, you can simply answer the "how do I…" questions in seconds.

‍Scribe helps you turn any digital process into a step-by-step guide so you can:

  • Empower teammates to learn company or client processes.
  • Quickly answer "how do I…?" for teammates and new staff.
  • Fill gaps in formal training programs.

7. Supports continuous learning

To remain competitive, MSPs must stay current with the latest industry technologies and trends. 

An effective MSP knowledge base provides MSPs access to the MSP employee documentation they need, enabling them to learn and improve their skills continuously.

This is done by continuously reviewing and updating the knowledge in the KB platform and ensuring that the information is up to date. 

8. Process standardization leading to fewer faults & data security  

An MSP knowledge base enables MSPs to standardize their processes and procedures. This helps ensure all team members have access to the same information and follow the same protocols.

For example, once you've standardized the basic processes and routine operations, like new PC installations, password resets, etc., there's little chance of your tech staffers making mistakes.

This helps to ensure consistency in processes and service delivery and reduces the risk of costly errors, such as data leaks. 

For instance, using Scribe as your MSP knowledge base platform provides standardization and increases data security. Scribe is SOC II Compliant and highly secure, making it a reliable solution for MSPs prioritizing data security.

9. Facilitates collaboration

To do this right, you have to involve the team. It enables MSPs to collaborate and share information with other team members, improving communication and teamwork.

And once your staffers figure out they can help the company with their knowledge, they will become more motivated.

Also, it helps team members collaborate on projects and implement new tools and technologies.

‍Whether it's a new ERP, billing system, CRM, or project management system, quality MSP documentation software like Scribe will help members collaborate effortlessly. 

For example, Scribe turns any process into a step-by-step guide. Staff can quickly document new tools' steps to support a new app and provide a walk-through of their processes. Staff can also create training guides embedded in your internal help center, wikis, knowledge bases, etc.

This allows for easy collaboration, referencing and service delivery by:

  • Allowing easy learning and use of the new tools.
  • Delivering high-quality princess and visual documentation of the new software and technologies.
  • Providing instant access to training guides from team members.

10. Differentiates MSPs from competitors

The art of business is to be competitive with a unique differentiation. 

By using a comprehensive MSP knowledge base and integrating it into their ticketing system, MSPs can provide more effective support to their clients.

Unique and efficient customer service with a quick turnaround time will differentiate you from competitors.

For example, using Scribe and Scribe Pages, MSPs can improve their knowledge management processes and deliver a better customer experience.

11. Cost savings

Cost savings is a tactical business approach to increase revenue and profits. It's also a way to ensure Efficiency in service delivery. 

By using MSP Knowledge Base, MSPs can reduce the time and resources required to resolve technical issues and implement solutions. 

For example, by automating screen recording and document creation, Scribe reduces the time teams spend creating documentation by 93 percent.

This can result in significant cost savings for MSPs and improved client service delivery.

Create your MSP knowledge base with Scribe

MSPs need to prioritize knowledge management to streamline their operations and deliver a better customer experience. 

Scribe and Scribe Pages provide an efficient and secure solution for MSPs looking to create and share knowledge more effectively.

Whether it's for customer training, technology rollouts, new hire onboarding, or any other process, Scribe helps you create professional-looking and organized documents. 

Try out Scribe and Scribe Pages today to see how they can help you improve your knowledge management processes and streamline your operations for your MSP business.

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