Knowledge Management FAQ (стр. 3 )

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

Answer: ServiceCenter provides a feedback screen for knowledge articles. Users can rate whether an article was useful or not useful and provide a free text comment. This helps to identify useful articles and to mark other articles for revision, which contributes to the overall quality and value of the information in the knowledgebase.

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

Answer: There are five document templates that come with the Knowledge Management module out of the box. Those templates are:

·  Error Message/Cause – Report an error condition, specify the cause, and provide a resolution.

·  External – Provides a way to import a document to the knowledge.

·  Question/Answer – Document a question that has been asked and the associated answer.

·  Problem/Solution – Report a problem and provide a solution.

·  Reference – For information or white paper type information.

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

Answer: No however RightAnswers knowledge packs are supported in version 6.2.1

2.24 Question: Can a Single document have defined sections for users?

Answer: use views

3.0 Migration Plan

The plan for Get Resources …

SC customers using get-resources can trade in each GR license for 1 SC Catalog license. There are no sync requirements and there are not total volume controls on first order

GA customers that want to convert were waiting for export of GA data and Import of KM data. That is done in 6.2.1. These customers can convert, 1:1 process users, named and/or floating and 1:1 self-service km users rounding up to the nearest 100.

In order to migrate, customer logs a ticket with support and the type license. Then a call happens, the customer puts in writing that they want to convert and relinquish the pre-existing product and we provide an updated authcode.

If they want change management for KM and do not have it, they can by 5 floating change users.

If they want request management for Catalog, they can by the necessary request user licenses.

If they want change management for Catalog, they can by the necessary licenses.

Support will change their contract and then it officially flags to licensing and they issue the appropriate authcode for SC 6.2. Later in SM7 it will be an Autopass license dat file instead of an authcode.

4.0 Knowledgebase Searching:

4.1 What search methodologies does knowledge management support?

4.2 Does the ServiceCenter Knowledge Management module have the ability to intelligently order, rank, and weight search results?

4.3 Does ServiceCenter Knowledge Management support the intelligent presentation of search results based upon real time events and new additions to the knowledge base?

4.4 Is there the ability to retrieve solutions based on any field (including user defined) such as category, problem, device, as well as natural language searches within ServiceCenter’s Knowledge Management solution? How does the search definition get utilized?

4.5 How does the ServiceCenter Knowledge Management solution create separate collections of knowledge?

4.6 Does search work differently if documents are kept in their native format? For example a PDF or Word document?

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4.1 Question: What search methodologies does knowledge management support?

Answer: When searching the knowledgebases, you can perform a basic search, where you search for a text string, or an advanced search, where fuzzy search, Boolean, and metadata may be searched from individual or all repositories. Thesaurus and stop words are applied. The stop word list can be edited to reflect the words that you want to leave out of your search, which can affect context. You can also 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. Spell check is also part of the editor and part of the search; it knows enough to try both what it sees and what the right spelling is.

4.2 Question: Does the ServiceCenter Knowledge Management module have the ability to intelligently order, rank, and weight search results?

Answer: ServiceCenter ranks search results by relevance based on the query and search criteria. As a result of a simple search, the search engine relevance-ranks documents according to word density as it searches for the word you specify, as well as words that have the same stem. For example, "films," "filmed," and "filming" are stemmed variations of the word "film." To search for documents containing the word "film" and its stem words, enter the word "film" using simple syntax: film.

When documents are relevance-ranked, they are listed in an order based on their relevance to your search criteria. Relevance-ranked results are presented with the most relevant documents at the top of the list.

Special Note: White Paper on how relevancy is calculated is scheduled for July 2007

4.3 Question: Does ServiceCenter Knowledge Management support the intelligent presentation of search results based upon real time events and new additions to the knowledge base?

Answer: The refresh interval can be set based on your desired refresh rate. The out-of-box interval is set to 2 which equals 10 minutes. This is setup task in the administration screens.

4.4 Question: Is there the ability to retrieve solutions based on any field (including user defined) such as category, problem, device, as well as natural language searches within ServiceCenter’s Knowledge Management solution? How does the search definition get utilized?

Answer: When searching the knowledgebases, you can perform a basic search where you search for a text string. ServiceCenter populates the search field with the text description from the Incident, Problem, or Interaction record. Users can modify the text in the search field or manually complete the search field. You can also create an advanced search where you provide record parameters for refining or targeting your search.

4.5 Question: How does the ServiceCenter Knowledge Management solution create separate collections of knowledge?

Answer: These are based on the indexed fields set up. Three out of box collections are included and you will be able to add more collections with some tailoring in Service Manager 7

4.6 Question: Does search work differently if documents are kept in their native format? For example a PDF or Word document?

Answer: If you copy and paste the original document type as contributed knowledge then it becomes html and is fully indexed and will have hit highlight for the searched text. If you want to leave the document in its native format you can contribute knowledge as external document type – it will be fully indexed but you will not have hit highlighting.

5.0 Reporting:

5.1 What reports are included with the knowledge Management module?

5.2 Can I pull a report on what users looked for but did not find in the knowledge base?

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5.1 Question: What reports are included with the knowledge Management module?

Answer: ServiceCenter includes the following reports meant for out-of-box use or customization by your administrator:

·  Knowledge Management Participation (Management Employee Business User) - Describes the number of times Knowledge Management was used to resolve an incident, viewed but required updating prior to usage, or not available and needed to be created.

·  Knowledge Management Return on Investment (Management Business User) - Used to track return on investment of the Knowledge Management System. Key indicators are first contact resolution, first level resolution, and service Cost per resolved issue.

·  Knowledge Management Return on Investment (Management Administrator Business User) - Used to track the use of the Knowledge Management System by Self Service Users. Key indicators include the total number of web visits and the total number of web users.

·  Knowledge Management Demand Driven Self-Service (Management Administrator Business User) - Determines the effectiveness of the Knowledge Management System at answering the demands of the Self Service User. Key indicators include the number of times an article is viewed versus the number of times the article is actually used The final chart indicates the gap between these indicators. Large gaps could indicate that KMS searches need to be optimized or that modifications to the article are necessary.

·  Knowledge Management Value (Management Business User) - Tracks issues resolved by users and the number of times the user used the Knowledge Management application to resolve the issue. This report can be sorted by groups. Data can be retrieved by employees.

·  Knowledge Management Monitoring (Management Administrator Business User) - Describes the number of knowledge articles created over a specified time period.

·  Closed Incidents by Knowledge and Operator (Management Administrator Business User) - Tracks all incidents closed over a specified time period. Incidents can be grouped by operator or incidents that required Knowledge Management.

·  Knowledge Contribution by Operator (Management Business User) - Similar to the Knowledge Management Monitoring Report but adds the ability o specify articles created by specific operators.

5.2 Question: Can I pull a report on what users looked for but did not find in the knowledge base?

Answer: Yes