Knowledge Management Enhancements in CINDE

Feature released in SummitAI for ITSM (Sierra SP1)

What's New?

The following Knowledge Management enhancements are done for CINDE:

Self-Help Knowledge Articles

Now, the users (Analysts and End Users with the Knowledge Record Author access) can configure a Knowledge Record as Self-Help Article while creating a new Knowledge Record. This helps CINDE while fetching the Knowledge Records based on End Users' queries and displays the Self-Help article only. This helps the End Users to resolve their queries by themselves.

Helpful or Not Helpful Feedback

Now, the End Users can provide feedback by using the icons and for a Knowledge Record displayed by CINDE in response to the End User's query. This helps CINDE to identify the most helpful Knowledge Record and display it on top of the list when a user is looking for a similar intent. It also helps CINDE to get trained and improves its accuracy to fetch the KRs.

Figure: Helpful/Not Helpful icons