Improved Knowledge Management Module

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Feature released in SummitAI Service Management (Sierra, Knowledge Management)

What's New?

Following are the new enhancements added to the Knowledge Management module: 

• Knowledge Record Authoring Access for End Users 

          Now, the End Users can also contribute to the Knowledge Base where they can create Knowledge Records. Earlier, only Analysts could create Knowledge Records.

• Displaying Knowledge Record Details on a New Browser Tab

          Earlier, the Knowledge Record details were displayed in a pop-up page in the Application. Now, the users can view the Knowledge Articles details on a new browser tab instead of pop-up                          by clicking the KR links. The users can also view the video and image attached by the Author.

• Public Knowledge Records
  

  Now, the Knowledge Record Author (Analyst or an End User who is configured as a KB Author, see: Configuring Knowledge Record Author) can create a Knowledge Record as Public. The Public Knowledge Records can be shared with any user who does not have access to the SummitAI application. 

• Save Draft Option for Knowledge Records

  Now, the users can save Knowledge Records (KRs) as Drafts while creating Knowledge Records and submit them later.

AI Related Enhancements

• Attributes for Knowledge Record Categories

  Now, the Administrators can configure the Attributes for Knowledge Record Categories for a specific Tenant. These Attributes and the responses to these Attributes are useful for CINDE to provide    more appropriate answers to the End Users' queries (see: SummitAI for ITSM).

• AI-Powered Knowledge Record Search

  Now, when the End Users and Analysts search for Knowledge Records (see: Knowledge Management), they get more appropriate search results due to AI (Artificial Intelligence) integration. These      Knowledge Records are sorted based on the 'Most Rated' value.

• Knowledge Record or Article for Service Catalogs
  
  Now, the users (Analyst or an End User configured as a KB Author) can configure a specific Knowledge Record as Mandatory for Service Catalogs. This new functionality is used by CINDE to identify the End Users' queries related to Service Requests and provide KRs to End Users to resolve their queries by themselves.
  
  

• Multimedia Support for Knowledge Records
  
  Now, the users can add multimedia content to the Knowledge Records by providing a valid Video Iframe URL.