Knowledge Management

SummitAI Service Management Help

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.

Why 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 of Incident Management ) 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).

Various Roles in Knowledge Management

Role	Description
Author	The Knowledge Record Author can add Knowledge Records to the Knowledge Base (See: Adding Knowledge Records). By default, an Analyst is the Knowledge Record Author. Additionally, the Administrators can provide Workgroup-wise Knowledge Record Author access to the End Users for a selected Tenant. For more information about configuring Knowledge Authors, see Configuring Knowledge Record Authors.
Authorizer	The Authorizer is the Workgroup Owner who can edit and authorize the Knowledge Records created for the Workgroup (See: Authorizing Knowledge Records).
Approver	The Approver verifies and approves the authorized Knowledge Records (See:Approving Knowledge Records). For more information configuring Approvers, see Configuring Knowledge Record Approver.
Publisher	The Publisher publishes the approved Knowledge Records (See: Publishing Knowledge Records). For more information about configuring Publishers, see Configuring Knowledge Record Approver.

All the above users can set the restrictions for the Knowledge Records (See: ACCESS tab in Adding Knowledge Records).

Knowledge Record Life Cycle

The Knowledge Record Life Cycle is explained below:

Knowledge Management Process

Figure: Knowledge Management Process

Sierra SP1