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SummitAI Service Management Help

Knowledge Management

What is a Category?

A Category is a group, representing the type of a Knowledge Record (KR). The KRs are grouped based on these Categories. You can add and modify Category details for a Tenant.

To configure Category:

  1. Select  Knowledge > Configuration > Category.

  2. On the CATEGORY page, select the Tenant. A list of all the configured Categories for the selected Tenant is displayed under the DETAILS section.

CATEGORY page
Figure: CATEGORY page

Note:

  • The Green color indicates a default Category.
  • The Red color indicates a inactive Category.
  • The Yellow color indicates a new Category.

3. Right-click on any one of the configured Categories, a pop-up list with the following options is displayed:

    • Create Root Node: Click this option to create a new Root Node/Category. A new Node/Category is created at the top of the configured Node/Category list.
    • Create Child Node: Click this option to create a Child Node/Category. A Child Node/Category will be created for the Node/Category on which you have right clicked.
    • Rename: Click this option to rename a Node/Category.
    • Deactivate: Click this option to deactivate a Node/Category.
    • Set as Default: Click this option to set a Node/Category as Default Node/Category

    • Configure Attribute: Click this option to configure Attributes for the selected Category.

       Configure Attribute
      1. Right-click on any one of the configured Category and select Configure Attribute.

        Figure: CATEGORY page: Configure Attribute

      2. On the  <Category Name> – CONFIGURE ATTRIBUTE pop-up page, click ADD ATTRIBUTE.


        Figure: CATEGORY page: IT SERVICES (Category) - CONFIGURE ATTRIBUTE 

      3. On the <Category Name> – CONFIGURE ATTRIBUTE  - ADD ATTRIBUTE page, specify the Attribute Question and other details about the Attribute. For information about the fields under the ADD ATTRIBUTE section, see Field Description.

        Figure: IT SERVICES (Category) - CONFIGURE ATTRIBUTE: ADD ATTRIBUTE 

      4. Click SUBMIT. A new Attribute Question is configured.

      Field Description

      Field Description
      Attribute Question

      Type in the Attribute Question. While creating Knowledge Records for the selected Tenant under the selected Category, the Knowledge Record Author needs to provide a response to this Attribute Question. This is useful for CINDE to provide more appropriate answers 

      Replicate to Child Categories

      Select the Replicate to Child Categories check box to replicate the Attribute Question to the Child Categories. 

      Example:

      Parent Category: IT Services

      Child Category: Network Services

      If this check box is selected for IT Services, the Attribute Question becomes applicable to Network Services. While creating a Knowledge Record under both IT Services and Network Services Categories, this Attribute Question is available to the KR Author (see: Adding Knowledge Records).

      MandatorySelect the Mandatory check box to make the Attribute Question mandatory. While creating a Knowledge Record under the selected Category, the KR Author needs to provide a response to the set Attribute Question.
      ActiveSelect the Active check box to make the Attribute Question active.

4. Click SUBMIT to save the changes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the CATEGORY page.

EXPAND ALL

Click EXPAND ALL to expand all the configured Categories. To display the inactive Categories, click the Include Inactive check box.

Note:

When the expanded Category list is displayed under the DETAILS section, the COLLAPSE ALL action is displayed on the ACTIONS panel. Click COLLAPSE ALL to collapse the Category list.


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