Knowledge Management FAQ (стр. 4 )

6.0 How it works:

6.1 What is the interaction between the Knowledge Management module and the ServiceCenter modules?

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6.1 Question: What is the interaction between the Knowledge Management module and the ServiceCenter modules?

Answer: Knowledge Management integrates with ServiceCenter so that users responding to an interaction can search for known solutions. The knowledge search uses the description by the ServiceCenter user to search for known solutions. This is accomplished by mapping data fields in the knowledge setup so that the description and resolution fields map and can be auto-populated when searching or using solutions to calls, incidents or problems.

In addition to searching for knowledge, the out-of-box mapping allows those users with appropriate privileges to create solutions and author knowledge documents while processing an open interaction. For example, if in your search you find a knowledge document that includes in the description for the call, you can use create solution to copy the data from the description field in the knowledge document to insert it into the resolution field of the open call record. The field mappings for the knowledgebase determine which fields in the knowledge document are populated with data from the incident record.

Details: Interaction between the Knowledge Management module and the Incident Management module.

Knowledge Management integrates with Incident Management so that users creating or updating incidents can search for known solutions. The knowledge search uses the incident description to search for similar incidents or knowledge. When searching for knowledge, Knowledge Management uses what is mapped in the integration field mappings for searches. This mapping specifies the fields and tables to search in the knowledgebases to which the user has access. For example in the out-of-box system, a user with browse access in Service Desk and Incidents can view all relevant incidents and interactions in a search and those knowledge documents in categories to which the user has access.

The search results display a list of relevant documents. The user can view each document and then has the option of using the text in one of the documents as a resolution to the incident. If the user chooses to use a solution, the system automatically populates the solution (resolution field) in the incident record.

In addition to searching for knowledge, the out-of-box mapping allows those users with appropriate privileges to create solutions and author knowledge documents while processing an incident. For example, if in a search you find an incident that includes a resolution for the incident, you can use Create Solution to copy the data from the resolution field of the closed incident to insert it into the solution (resolution field) of the open incident.

The field mappings specify:

·  The fields passed from the incident to the search.

·  The fields passed from a knowledge document or knowledge candidate to resolve an incident.

·  The fields passed from a resolved incident to create a knowledge document.

You can use create knowledge to contribute a new knowledge document from a resolved incident so that the data in the mapped fields is used in the knowledge document. The field mappings and the document type determine which fields in the knowledge document are populated with data from the closed incident record.

Details - Interaction between the Knowledge Management module and the Problem Management module.

The Knowledge Management integration with Problem Management enables users to:

·  Search for similar problems and solutions

·  Use the knowledge from an existing closed incident as a solution for the related problem

·  Use the solution to create a new knowledge document

When searching for knowledge, Knowledge Management uses the fields mapped in the Integration Mapping function for searches. This mapping specifies the fields and tables to search in the knowledgebases to which a user has access. The user can view each document and then has the option of using one of the resolutions as a resolution to the problem. If the user chooses to use a solution, the system automatically populates the resolution field in the problem record.

For example, if in your search you find a problem that includes a solution for the problem you are working with, use “Use Solution” to copy the data from the mapped fields of the probsummary table to insert it into the mapped fields of the problem record.

7.0 Administration and Security:

7.1 Are there any administration tools available for the knowledge management module?

7.2 What are the out of the box Knowledge Management access profiles?

7.3 Does the Knowledge Management module provide support for the stemming, pruning of stop words, and misspelling of words?

7.4 Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?

7.5 Does the Knowledge Management module provide the ability to count how many times the users were able to solve problems using the knowledgebase?

7.6 Question: Do you have the ability to make certain fields in the knowledge article template mandatory?

7.7 Question: Is workflow included with the HP ServiceCenter Knowledge Management solution?

7.8 Question: What modules will ServiceCenter Knowledge Management integrate with?

7.9 Question: What type of Administration is available within the HP ServiceCenter Knowledge Management module?

7.10 Question: If I implement KM, would it require an additional Apps Server?

7.11 Question: What type of user interface does the Knowledge Management module provide?

7.12 Question: Does the Knowledge Management module enable rapid deployment of new users and administration of existing users?

7.13 Question: Does the Knowledge Management module have support for a customer self-service

7.14 Question: Can users find FAQs and the solutions to common incidents and avoid contact with the service desk?

7.15 Question: Does the Knowledge Management module enable rapid configuration of standard capabilities to accommodate unique needs of environment

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7.1 Question: Are there any administration tools available for the knowledge management module?

Answer: Within the Knowledge Management module administration consists of the following:

·  Managing document categories

·  Managing document groups

·  Managing Knowledge Management security profiles

·  Managing document types and views

KM Admins perform Knowledge Management administration functions. The primary function of Knowledge Management administration is to create a set of document categories, document groups, and document types and document views that will allow users to access all of the documents that they need in order to do their jobs and at the same time prevents the users from accessing content they are not set up to see. Knowledge Manage administrators can also use the security profiles to provide users different capabilities in the knowledge document workflow. You can use the security profile to select which users should be able to edit or approve documents and which users should be able to author knowledge documents.

Note: Customers usually pose the following question: Can I have one document but set it up so certain people can see only certain parts? The answer is yes using Document Views: A document view determines how the document displays to a user. Users with a KM ADM profile can add, delete, and modify document views. Use the document view editor to add a new view or modify an existing document view. When you add a new document view or modify an existing view, you should select the user profiles that you want to have access to the document view.

With good planning in combination with well-defined user profiles and document views, you can manage access to knowledge documents so that users are able to view the knowledge documents or portions of the knowledge documents they need to perform their job. At the same time you can maintain control over which users are able to access knowledge documents or sensitive information in a knowledge document.

7.2 Question: What are the out of the box Knowledge Management access profiles?

Answer: The Knowledge Management 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 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.

The out-of-box KM security profiles are briefly described in the following table.

·  DEFAULT - With this profile, a user can search and view externally approved knowledge documents for those documents in categories to which this profile has access. They can also submit feedback on these documents.

·  INTERNAL USER - With this profile, a user can search and view externally approved knowledge documents for those documents in categories to which this profile has access. They can also search and view internally approved knowledge documents for those documents in categories to which this profile has access. They can also submit feedback on these documents.