Knowledge Management Enhancements 1

Feature released in SummitAI Service Management (Sierra SP1, Knowledge Management)

What's New?

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

Importing Knowledge Records in Bulk

Now, the users (Analysts and End Users with the Knowledge Record Author access) can create Knowledge Records in bulk by importing the Knowledge Records using Microsoft Excel templates. A new page, IMPORT KNOWLEDGE RECORDS is created (Knowledge > User > Import Knowledge Records). For more information, see Importing Knowledge Records.

Knowledge Record Versioning

With the new Knowledge Management article versioning feature, a new version number is created whenever a published article is edited. The version number of the Knowledge Record is displayed on the KNOWLEDGE RECORD ID page. The existing and the previous version of the Knowledge Record can be viewed and if required the Knowledge Record fields can also be reverted to the previous version.

Workgroup-wise Knowledge Record Author Access for End Users

Now, the Administrator can configure the End Users as Knowledge Record Authors to provide them Workgroup-wise edit access to the Knowledge Records for a Tenant.

Replicate KB Content with Ease Using Copy KB Article Option

Now, the users (Analyst or an End User with the Knowledge Record Author access) can copy the details of a specific Knowledge Record to a New Knowledge Record using the new COPY KNOWLEDGE RECORD icon and create a Knowledge Record. This helps the Analysts and End Users in saving time for replicating content while creating a new Knowledge Record. For more information, see Updating Knowledge Record Details.

Viewing Knowledge Record Feedback

Now, the users who have access to the Knowledge Base can view the specific Knowledge Record feedback provided by the End Users or Analysts using the newly added FEEDBACK icon. The Feedback details are displayed on a new pop-up page. For more information, see Updating Knowledge Record Details.

Knowledge Record Access Restrictions for Author, Authorizer, and Approver

Earlier, only the Knowledge Record Publisher could configure the Knowledge Record access restrictions. Now, the Knowledge Record Authors, Authorizers, and Approvers can also set the access restrictions for Knowledge Records. This provides additional privileges to the Authors, Authorizers, and Approvers and reduces dependency on a particular role in the Knowledge Management life cycle.

Improved Look and Feel of Knowledge Record Details Page

Now, the look and feel of the KNOWLEDGE RECORD DETAILS page is improved for better user experience.

AI Enhancements

There are also couple of improvements made in the Knowledge Management module to support CINDE, see Knowledge Management Enhancements for CINDE.