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SummitAI Service Management Help

Contents
Knowledge Management
End Users
Knowledge Dashboard
Analysts
Viewing List of Knowledge Records_KRs
Adding Knowledge Records (KRs)
Authorizing Knowledge Records (KRs)
Approving Knowledge Records (KRs)
Publishing Knowledge Records (KRs)
Administrators
Configuring Category
Configuring Classification
Configuring Knowledge Record Approvers
Configuring Reasons
Configuring External Websites
Configuring Custom Fields For Knowledge Management
Configuring Knowledge Management Module
Viewing Reports_KM
Feedback Report

Least Viewed KRs Report

KB Status Report

The Knowledge Record should be published so that the Analyst or the End Users can access it.

To publish a Knowledge Record:

  1. Click Knowledge > User > Knowledge Record List.
  2. On the KNOWLEDGE RECORD LIST page, click the Filters icon and select Approved in Status drop-down list.
  3. Click the approved KR ID.
  4. On the KNOWLEDGE RECORD ID page, click APPROVAL on the ACTIONS panel. The APPROVAL pop-up page is displayed.

    APPROVAL pop-up page
    Figure: APPROVAL pop-up page

  5. Select the Approval Status as Published, enter the required details and click SUBMIT to publish the Knowledge Record. For more information about the fields in the APPROVAL pop-up page, see Field Description. 

    Note:

    The Publishers can edit the authorized KR on the KNOWLEDGE RECORD ID page if the Administrator provides edit access to the Publishers on the Knowledge Management TENANT configuration page, see Configuring Knowledge Management Module.

    Even if the Administrator provides edit access to the Publishers, the Publishers can not edit the following fields of the Knowledge Record: Department, Workgroup, Owner, and Active.

Field Description

The following table describes the fields on the APPROVAL pop-up page:

Field

Description

Approval Status

Select the status as Approved.

Approval Remarks

Type in the remarks.

Ref. Legislation Info.

Enter the country/location-specific legislation information as part of the Knowledge Request updates.

Validate Inputs

Select the check boxes as required.

  • Compliance with Legislation
  • Intellectual property or existing records held
  • Copyright

Important Record

Select this check box to mark the record as an important Knowledge Record. For example: The record can be marked important because of the information that it carries.

Restricted to Analysts

Select the check box when you want the KR to be displayed only to the Analysts.

Customers

To control the access of KRs based on the Customers, you can associate a KR to a specific set of Customers.

  • To associate a KR to a set of Customers, select the Customers, you want to associate to a KR from the Available Customers list and click to move to the Selected Customers to list.
  • To remove any Customer from the Selected Customers to list, select the Customers and click to move to the Available Customers list.

Locations

To control the access of KRs based on the Location, you can associate a KR to a specific set of Locations.

  • To associate a KR to a set of Locations, select the Locations that you want to associate to a KR from the Available Locations list and click to move to the Selected Locations to list.
  • To remove any Location from the Selected Locations list, select the locations and click to move to the Available Locations list.

Restricted to Distribution List

You can restrict the access of the KR to a group of users. Select the group name in the drop-down list. After the configuration only the users in the group can view the KRs.



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