Knowledge Management Enhancements

Owned by Chilukuri Srinivasa Reddy (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Feature released in SummitAI for ITSM (Sierra)

What's New?

CINDE uses the improved Knowledge Management module and helps the users to get quick and most relevant answers to their quires. Following are the AI-related enhancements:

Now, the Administrators can configure the Attributes for Knowledge Record Categories for a specific Tenant. These Attributes and the responses to these Attributes are useful for CINDE to provide more appropriate answers to the End Users' queries (see: SummitAI for ITSM).

  Now, when the End Users and Analysts search for Knowledge Records (see: Knowledge Management), they get more appropriate search results due to AI (Artificial Intelligence) integration. These      Knowledge Records are sorted based on the 'Most Rated' value.

  • Knowledge Record or Article for Service Catalogs

    Now, the users (Analyst or an End User configured as a KB Author) can configure a specific Knowledge Record as Mandatory for Service Catalogs. This new functionality is used by CINDE to identify the End Users' queries related to Service Requests and provide KRs to End Users to resolve their queries by themselves.

  • Multimedia Support for Knowledge Records

    Now, the users can add multimedia content to the Knowledge Records by providing a valid Video Iframe URL. 


For more information about the enhancements done in the Knowledge Management module, see Improved Knowledge Management Module.