Knowledge Management

What is Knowledge Management (KM)?

Knowledge Management is the process of creating, maintaining and sharing the knowledge about a solution or idea to resolve an issue, so that it can be easily referred by the End user or Analysts KM when they face a similar issue.

How are Knowledge Records Created?

The Knowledge Records (KRs) are created for the commonly reported errors, issues, and defects in the environment, hardware, software, or any other infrastructure (specific to a Tenant, Location, Workgroup, or Classification and Category).

How is it useful for the End Users?

The End Users can view the KRs on the End User Dashboard (see: End User Dashboard) and Knowledge Management Dashboard (see: Knowledge Dashboard). They can also rate the KRs. While the users are logging Incidents/Service Requests related to their issues, the configured KRs pop-up as a tip. The users can use the KR to troubleshoot their issues themselves and avoid creation of Incidents.

How is it useful for the Analysts?

The Analysts can use the Knowledge Records while troubleshooting End User issues and provide quick resolutions. (see: Knowledge Dashboard)

Knowledge Record Life Cycle

The Knowledge Record Life Cycle is explained below:

Figure: Knowledge Management Process