What's New?
Knowledge Management
In Knowledge Management the following functionalities have been added in the Mobile Application to provide a seamless and consistent user experience between the Web App and Mobile App:
- Knowledge Article links in the Log Incident
- YouTube link of knowledge articles in the Knowledge Article
- Feedback option in the Knowledge Article Detail
These options will enable the users to quickly identify and resolve the existing cases with the information available from the various knowledge sources.
Problem Management
In Problem Management the Problem Records Approval feature is introduced. For information see, Problem Records Approval in Mobile App.
Knowledge Article links in the Log Incident page
Users can find the Knowledge Articles by providing the symptoms on the Log Incident page. By clicking on Articles found option, you can view the information in the articles that are displayed and identify solutions related to the existing case.
The article results are displayed based on the keywords provided, and along with it, the number of article counts are also available before the Articles found label.
Figure: Articles found hyperlink
YouTube link in the Knowledge Article page
YouTube video links are linked to the Knowledge Article page, where the user can use the relevant Knowledge Base links to identify the solution for the existing case. For more information, see SummitAI Mobile Application User Guide.
Note:
- Only YouTube videos are supported in Mobile App. Other formats like Vimeo are not supported.
- The YouTube video is displayed if there is a video attached to the KB article. If there is no video attached, the option is not available.
Feedback option in the Knowledge Article Detail page
Users can refer the published article and provide the feedback and ratings for the viewed articles using Feedback option in the Knowledge Article Detail page. With the feedback and ratings, Knowledge users can easily improve articles for greater customer success.
Problem Records Approval in Mobile App
Introducing the Problem Record approval feature in the Mobile Application to enable the Authorizers/RCA Approvers/Reviewers to access the Problem Records (PR) at ease with the mobile app. This helps to identify the records that are in various status and manage them accordingly. By making Problem Approval processes available on the mobile devices, time-consuming steps are eliminated.
As a part of the Problem Record approval feature, the following options are added:
- Widgets in the Self-Service Dashboard
- Simple Widget for Approve Problem Records
- Detailed Widget for Approve Problem Records
- Approve Problem Records List
- Problem Record View
- Problem Record Search
- Quick Filter
- Main Filter
- Swipe Gesture
- Approve Problem Record Details
- Complete Details of the Record
- Problem Record Details Tab
- Approver Details Tab
- One Approver View or Group Approver View
For more information, see SummitAI Mobile Application User Guide.
Note:
To update the customer logo for the Tahoe version, please contact the SummitAI Support. Denali version logo will not be applicable for the Tahoe version.