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

What is a Classification?

A Classification is referred as the various types of Knowledge Records (KRs) that are created by the Analysts in an organization. The End Users can search the KRs based on these Classifications. You can add and modify Classification details for an Tenant.

To configure Classification:

Select Knowledge > Configuration > Classification.
On the CLASSIFICATION page, select the Tenant. A list of all the configured Classifications for the selected Tenant is displayed under the DETAILS section.

CLASSIFICATION page
Figure: CLASSIFICATION page

Note:

The Green color on the Classification name indicates that the Classification is the default Classification.
The Red color on the Classification name indicates that the Classification is the inactive Classification.
The Yellow color on the Classification name indicates that its a new Classification.

3. Right-click on any of the configured Classifications, a pop-up list with the following options is displayed:

- Create Root Node: Click this option to create a new Root Node/Classification. A new Node/Classification is created at the top of the configured Node list.Right-click on any of the configured Classifications, a pop-up list with the following options is displayed :
- Create Child Node: Click this option to create a Child Node/Classification. A Child Node/Classification will be created for the Node/Classification on which you have right clicked.
- Rename: Click this option to rename a Node/Classification.
- Deactive: Click this option to deactivate a Node/Classification.
- Set as Default: Click this option to set a Node/Classification as Default Node/Classification.
- Configure: Click this option to configure classification details. On the CLASSIFICATION DETAILS pop-up page, you can select the Workgroup, resolution Code, and Closure code for the selected Classification. You can also select the Replicate To All Child Classifications check box to replicate the settings to all child nodes and Enable Workgroup Routing check box to enable the workgroup routing.
4. Click SUBMIT to save the changes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CLASSIFICATION page.

EXPAND ALL

Click EXPAND ALL to expand all the configured classifications. To display the inactive Classifications, click the Include Inactive check box.

Note:

When the expanded Classification list are displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Classification list.

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