The Knowledge Bank Explorer
The Knowledge Bank explorer appears on the left-hand side of Knowledge Entry Details window while you are in edit mode. It contains options or links to other windows and functionality that relate to t
Select the explorer option you want to use.
Some of the options may be blue. This indicates that they are already active. Some may be grayed out, indicating that they are unavailable. Read about the individual explorer options using the links below to find out more.
The Entry group contains the following options (depending on your version of ASM):
History
to view the knowledge entry’s history, such as, who created it, who updated it, and whether the entry was moderated
Feedback
to analyze the rating and comments left by readers, and determine the relevance and/or usefulness of the information provided by the entry
Preview
to preview the knowledge entry as it would be displayed when opened from the Knowledge Search window
to forward knowledge entries by email to Users who may not have access to ASM Core or the Knowledge Bank
Partitions
to specify the partitions in which the current knowledge entry will be available
Chatbot Sync
Introduced in Hermes, chatbot Sync allows you to see the status of the articles sync to the chatbot. The same security that controls article visibility on the portal in standard KB searches, still applies to articles delivered by the chatbot.
The Data group contains the following options:
Keywords
to add or remove keywords for the knowledge entry. Enables this entry to be found in a Knowledge Search based on the keyword. Keywords are configured in the Text Retrieval section of System Administration.
Context
to view a list of all the calls linked to the current knowledge entry
Audit
to view an audit trail of the changes made to the knowledge entry. This option is only viible if auditing is enabled.
The Attachments group contains the following options:
Object
If objects are attached to the KB entry, they will appear here and the link will be blue. Be sure to remove any objects such as attached emails and customer specific information before publishing your article.
Related Entries
to link similar knowledge entries. These appear as links in the entry when viewed from the Knowledge Search and Portal if the linked entry has a moderated and/or published Status.
Calls
to link calls to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search in Nano and Core, but not in Portal.
URLs
to link relevant websites to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search and Portal.