Knowledge Management FAQ (стр. 2 )

2.19 How do you physically navigate through the knowledgebase articles? Example: Windows explorer navigation?

2.20 How do you access, update, and populate knowledge base information?

2.21 Does ServiceCenter allow a user to add feedback to rate/score content for usefulness related to the inquiry?

2.22 What type of knowledge article templates come with Knowledge Management module?

2.23 Does our KM module come with any canned knowledge already built in?

2.24 Can a Single document have defined sections for users?

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2.1 Question: Can users create working copy of articles?

Answer: Yes

2.2 Question: Can articles that are no longer relevant be retired?

Answer: Yes

2.3 Question: Can users add feedback to give knowledge managers the ability to gage how articles are performing?

Answer: Yes

2.4 Question Does the solution have a rich-text editor?

Answer: Yes

2.5 Question: Does KM provide the ability for users to flag incidents or problems as candidate solutions for the knowledgebase?

Answer: Incident tickets include a flag field to mark the solution as a candidate for the knowledgebase. Problem records can be promoted to the knowledgebase through a dropdown menu. If the resolution is marked as a candidate, it can be promoted to one of ServiceCenter’s fully integrated knowledge management tools: IR Expert or Knowledge Management. When Incident tickets or call records are being closed, users can mark the records as solution candidates. Relevant information from these solution candidates is automatically extracted and moved into a pre-knowledge file for IR Expert. Knowledge engineers then review the data submitted as candidates, modify each candidate as needed, and either promote a problem/solution combination to the core IR Expert knowledge file, or reject it. Resolutions can also be promoted to the Knowledge Management knowledgebase. If a resolution is posted to Knowledge Management, it enters the Knowledge Management workflows, which are used to edit and review knowledgebase candidates and their metadata. Once a document has been reviewed, it can be published or rejected.

2.6 Question: Does Knowledge Management offer the ability to identify "information" that are good candidates for FAQ?

Answer: FAQ articles can be created independent of Service Desk Interaction records, Incident resolutions and Problem records in the Knowledge Management module. Once created, these knowledgebase articles pass through the same editorial workflows as knowledgebase candidates generated through standard processes. Change management KM Change category or if the user does not have change management, they can use a doc inbox/queue to manage work in and out.

2.7 Question: Can users attach files or embed items in documents? (I. e. scanned images, pictures, web links?)

Answer: Attachments of all types except movie or wav file media are supported like: links, pictures, other docs and shared content are supported.

2.8 Question: How does shared content work and why do I want to use it?

Answer: Shared content usually consists of company logos or other branding elements used in most of the knowledge documents stored in the knowledgebase.. Generally, shared content has a one-to-many relationship with a document and linked attachments have a one to one relationship with a document.

2.9 Question: Are Attachments indexed for searching?

Answer: Yes but no hit highlighting within these attachments will appear. Not currently supported.

2.10 Question: Does the Knowledge Management module provide the ability to edit existing knowledgebase articles, following the authoring process?

Answer: Authorized users can create a working copy of an existing knowledgebase article for editing; out-of-box workflows in the Change Management module provide standardized authoring and approval processes. Once the article has been edited, it can be promoted back to the knowledgebase, replacing the original article.

2.11 Question: Does the Knowledge Management module include the ability to establish expiration dates that drive update alerts to the document owner?

Answer: ServiceCenter captures an expiration date for each knowledgebase article. Notifications can be associated with these dates. Hot listed items can be promoted to its own hit list where the docs term out after date set.

2.12 Question: Does KM provide the tools to knowledge engineers to review data that is pending approval?

Answer: Change Management is the workflow module where a specialized change category was created for this type of document triage, assignments and approvals. Users with the right group privileges can be easily set to review when it is assigned to them or their role. ServiceCenter automatically creates a change request for a knowledge document when the document is submitted for Workflow. Then it goes to the standard phases but can be moved along or published immediately with based on the user’s rights.

In the Change Queue, the change coordinator can initiate the following changes:

·  Make any required changes to the document.

·  Assign the document to a member of the document group for the document category or subcategory and move the request to the next phase.

·  Approve the document immediately and publish to the knowledge base for internal or external

·  Retire the document associated with the change request.

Other approval requirements can be defined to meet your requirements.

2.13 Question: Can we import the data from Novo Solutions KM into HP ServiceCenter Knowledge Management?  If so, what is the level of effort?

Answer: Yes. But you will have to modify the import xml to load the data. The XML is well commented to ease you through this transformation

2.14 Question: Can Framemaker documents be indexed as part of Knowledge Management?

Answer: Yes. Framemaker documents are supported by both Knowledge Management and the HTML Editor.

2.15 Question: Does our KM module support knowledge packs?

Answer: pport for knowledge packs from RightAnswers will work without modification. Since the import function is just XML, any knowledge pack can be imported if the XML is changed to work with ServiceCenter.

2.16 Question: Can you create FAQ’s within the Knowledge Management module?

Answer: There is a Q/A doc type OOB. This provides single FAQ sequence. You can modify or copy the current template and then add more fields for use in the organization. In ServiceCenter’s any field can be set to mandatory unless it is a join. In the knowledge template, it is just a series of ServiceCenter fields that can be set to mandatory as needed.

2.17 Question: Do you have the ability to attach files (i. e. scanned images, pictures, web links) within Knowledge Management?

Answer: Yes. Attachments are supported and indexed unless they are movie media or wav files.

2.18 Question: Does the ServiceCenter Knowledge Management solution include a rules engine for the purpose of defining event triggers?

Answer: Yes. Events can be setup to trigger article development, review and archive. ServiceCenter allows administrators to define business rules, workflows, notifications, etc., with events, dates/times, or data entry. Out-of-box workflows are associated with knowledgebase articles (such as editorial and approval workflows), and new workflows can be created and associated with specific triggers.

2.19 Question: How do you physically navigate through the knowledgebase articles? Example: Windows explorer navigation?

Answer: Users can search by a category, and there is a breadcrumb trail for category search if you are drilled down so you know what branch you are in.

2.20 Question: How do you access, update, and populate knowledge base information

Answer: Authorized users can access ServiceCenter’s Knowledge Management module through ServiceCenter’s Web or Windows clients.

ServiceCenter provides out-of-box workflows for document creation and modification to standardize knowledge management processes. ServiceCenter Knowledge Management also provides a rich text editor for authoring and editing content. You can use the rich-text editor to author documents, and you can add documents as attachments that can include images, text files, Word files, or PDFs. When you author a document, you will be asked to specify a document type. Knowledge documents can be saved as drafts before they are complete. You can also preview a document while you are creating it.

As part of the task to create a knowledge document, you can assign it to a document category or several document categories, depending upon the topic of the knowledge document. After you have created the knowledge document, you need to either submit it for approval or mark it as approved for either internal or external viewing. For example, in the out-of-box system, a user with a KCS II profile can immediately approve a document for internal viewing and a user with a KCS III profile can immediately approve a document for an internal or external audience.

Authorized users can create, edit/change, approve, publish, and retire knowledge articles according to the rights defined by their user role. For example, one user may be able to contribute knowledge only, but not edit existing knowledge, approve new articles, retire articles, etc. The Knowledge Management (KM) security profiles control knowledge document access, creation, and administration. The administrative privilege allows users to manage document types, document views, and KM profiles. Users have a KM security profile and an operator record that determines what privileges the users has. The knowledge document categories that a user can access are determined by the knowledge groups to which the user is assigned.

Within each security profile, there is a direct association between a defined (named) profile and the categories and sub-categories for which the selected capabilities apply. Each security profile maps to a document category or sub-category. A user with that profile has access to the documents specified by the profile-to-category mapping and all subcategories in that branch of the category tree. Profiles can be modified to select only some of the available capabilities for a profile, effectively creating sub-profiles. For example, some users may not be allowed to approve knowledge documents externally as well as internally.