Knowledge bases represent an invaluable tool for the network troubleshooter.
The most visible example of a knowledge base is the Internet. It has become a
very valuable tool for many individuals seeking answers on specific problems.
It potentially represents a vast pool of experience based information.
A
knowledge base is often a database collection of empirical information on a
specific technical area. It consists of real solutions to problems encountered
on a single or on numerous occasions. The art in knowledge base tools is in the
identification of keywords or phrases that are associated with particular
problems and problem areas. With highly developed Internet search engines,
standardized methods for cataloging information mean that it is relatively easy
to present a knowledge base in a user-friendly web browser format.
The
Cisco Systems website reached at http://www.cisco.com/ incorporates a free
knowledge base tool on Cisco related hardware and software. This site
represents an invaluable troubleshooting resource for Cisco customers, support
staff, and design personnel. It contains troubleshooting procedures,
implementation guides, and the original white papers on all aspects of data
networking technology.
Knowledge bases can also exist in customized form
for specific technology areas. These knowledge bases may be highly lucrative
products for non-open system architectures.