Service Manager 7.10

Knowledgebase Demo“Knowledge is power”

Knowledge-Centered Support

• Knowledge-Centered Support (KCS) is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels for customers

• SM 7.10 Knowledge Management supports KCS standards and guidelines by providing a natural language search engine and rich-text authoring tool that enable users to search, update, and author knowledge articles.

Knowledge-Centered Support

• KCS practices involve collaborating, sharing, using and improving knowledge. KCS practices encourage knowledge creation and improvement by all members of the support team and promote effective knowledge searches by maintaining update-to-date knowledgebase

Integration

• Integrates with interaction (SD), incident (IM), and problem management

• Users can also use this integration with interactions, incidents, and problems to create new knowledge

Document Creation

• The rich-text editor allows users to include image files and document files of various types as attachments that can be linked to other documents or included as part of an existing document

• KM Admins have the capability to manage – document categories– document groups – user profiles Thus limiting access to only those documents that are appropriate for

particular groups of users and categories of documents• Knowledge documents can include attachments that can be

images, text files, PDF files, or Word files for example.

Types of Documents

• error messages• external documents (uploaded) • question/answer documents • problem/solution documents • reference documents

Types of Documents(workflow-wise)

• Draft documents - created, but have not yet been submitted for approval or approved.

• Approved documents – documents available for searching internally or both internally and externally.

• Working copy - A document becomes a working copy when an approved document goes into the workflow to be updated.

• Retired documents - documents that become out of date and have been archived. – Not searched when users perform a knowledgebase search.

KM ADMINs can delete retired documents.

Workflow

• Knowledge documents typically have a life cycle that includes draft, working copy awaiting approval, approved, and retired.

• draft > working copy > awaiting approval > approved > retired

Adaptive learning

• Feature of Knowledge Management where the system collects words or specific phrases used to search a knowledgebase for:– documents marked as useful (through feedback)– documents used as solutions for incidents,

problems, or interactions

can be turned on or off with a setting on the KM Environment