Knowledge Bank Settings

You can configure settings for how users, analysts, and contributors use the Knowledge Bank.

The settings you can define here include enabling the Knowledge Bank for your system, defining review settings for knowledge entries and defining setting for knowledge entries cloned from calls.

You can also set up text retrieval to index external documents within your Knowledge Bank, so they will display when running a Knowledge Bank Search.

Before you start

You must have Knowledge Bank Set Up enabled within your General Access Security Role to configure the knowledge bank.

  1. In the Explorer pane, expand Knowledge Bank.

  2. Select Knowledge Bank Settings to display the Knowledge Bank Settings window.

  3. Configure the settings as follows:


Enables the Knowledge Bank functionality in your system, and enables the settings on this window.

You must have this option selected in order to configure the settings on this window, otherwise they are grayed out and uneditable.

Moderation Enabled

Enables moderation of knowledge entries for your system. If this option is selected, only knowledge entries with a moderated status are returned by the Knowledge Search. Unmoderated knowledge entries can be returned using the Knowledge Admin Search.

Email Notifications for Configured Status Changes

Enables email messages to be sent to authors or contributors of a knowledge entry, as well as all Analysts with permission to edit it in their Knowledge Management Security Role, when the status for an entry is updated. Enabling this will display the Email Editors and Email Contributors columns on the Knowledge Statuses window.

Store Historical Snapshots

Enables all versions of a knowledge entry to be stored on your system and displayed on the Knowledge History window.

Knowledge Object Version Control

Select this option to allow versioning of attachments. If you attempt to upload an object with the same name as an existing object, you will receive a warning that the object already exists, and you can then version the new document. When this option is not selected, your options will be to replace the file or cancel the upload.

Default Review Period

Select the frequency at which a knowledge entry is to be reviewed from the drop down list. The time starts from the date an entry is created.


Select the status that is automatically applied to a knowledge entry when the review period is reached as configured in Default Review Period. Statuses are defined in Knowledge Statuses.

Email Contributors

Enable to automatically send an email to the author and contributors when a knowledge entry is flagged for review.

The Author is the creator of the knowledge entry. Contributors are analysts who made a significant change to the knowledge entry (that is, the Minor Updates option was unselected on Save).

Email Editors

Enable to automatically send an email to all Editors when the entry is flagged for review.

Editors have Edit enabled in their Knowledge Management Security Role


Select the default status to be assigned to knowledge entries that are cloned from calls. Select (Default), to assign the default knowledge status to the cloned entry, as defined in Knowledge Statuses.

Flag as Requiring Review

Enable to automatically select the Review Required option on the Save window of knowledge entries cloned from calls.

Audit Knowledge

Enable the tracking of changes made to knowledge entries, including the date of the change and the Analyst who made the change.

Select to enable the Audit option in the Explorer Menu on the knowledge entry’s details window.

To enable tracking of changes made to individual fields, auditing for each field must be enabled in ASM Designer on the Knowledge Details screens.

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