Knowledge Dashboard

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

SummitAI Service Management Help

Knowledge Management

Under the KNOWLEDGE DASHBOARD tab, you can view the recently published Knowledge Records (KRs) and images uploaded for a KR. You can search for a KR using the Search text box. You can also view the Most Viewed, Important, and Highest Rated KRs. You can also view important updates and notifications from IT or any other support team of your organization.

Various Sections of the Page

This section explains the various sections of the KNOWLEDGE DASHBOARD page.

Knowledge Dashboard page

Figure: Knowledge Dashboard page

LATEST ARTICLES

You can view the images of the recently uploaded KRs. You can scroll through the images using the left and right scroll arrows.

UPDATES

You can view the various updates provide by your Service Desk related to downtime, upgrades, changes, and so on. The information displayed here depends upon the Bulletin configuration for the selected Tenant. The Administrators configure the Bulletin for Tenants.

LATEST UPDATES

You can view the list of recently updated KRs. You can filter and view the list by selecting a value from the list. Click on the Article hyperlink to view the KB DETAILS pop-up page. You can also provide a feedback on the KR by clicking the stars and provide your comments.

CUSTOMER

You can view the list of all the Customers in the drop-down list. You can select a Customer name to view the list of KRs related to the Customer.

LOOKING FOR AN ANSWER

You can search for the knowledge records using the LOOKING FOR AN ANSWER text box.

KNOWLEDGE RECORDS

You can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED. Click on the KR to view the KR details on a new browser tab. 


Figure: KNOWLEDGE RECORD DETAILS  page

Various sections of the KNOWLEDGE RECORD DETAILS page:

  • Rating KRs

    You can provide feedback for a KR by clicking the stars and typing your remarks. Click SUBMIT to save your feedback and remarks.

  • LOOKING FOR AN ANSWER
    You can search and view the Knowledge Records using the LOOKING FOR AN ANSWER field on the KNOWLEDGE RECORD DETAILS page. The currently selected Knowledge Record is displayed with a grey color background.

  • RECENTLY VIEWED
    You can view the list of last five recently visited Knowledge Records under the RECENTLY VIEWED section.

Note:

If a Knowledge Record is configured as a public article (For more information about Public Article, see Adding Knowledge Records), the Knowledge Record can be shared with a user even if the user does not have any access to the SummitAI application. The Public Knowledge Records open in a new tab on your browser and not as a pop-up page within the Application.

 See Screenshot


Figure: KNOWLEDGE RECORD DETAILS page: Public Article