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.

Navigating the Knowledge Bank Explorer

Some of the options may be blue. This indicates that they are already active and that there is data available. Some may be grayed out, indicating that they are unavailable.

Entry Group

The Entry group contains the following options (depending on your version of ASM):

1. History - to view the knowledge entry’s history, such as, who created it, who updated it, and whether the entry was moderated

2. Feedback - to analyze the rating and comments left by readers, and determine the relevance and/or usefulness of the information provided by the entry. This will turn blue when an article has received feedback.

3. Preview - to preview the knowledge entry as it would be displayed when opened from the Knowledge Search window

4. Email - to forward knowledge entries by email to Users who may not have access to ASM Core or the Knowledge Bank

5. Partitions - to specify the partitions in which the current knowledge entry will be available

6. Chatbot Sync - allows you to see the status of the articles synced 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.

Data Group

The Data group contains the following options:

1. 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.

2. Context - to view a list of all the calls linked to the current knowledge entry

3. Audit - to view an audit trail of the changes made to the knowledge entry. This option is only viible if auditing is enabled.

Attachments Group

The Attachments group contains the following options:

1. 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.

2. 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.

3. 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.

4. URLs - to link relevant websites to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search and Portal.