Managing Knowledge Entries
You can create knowledge entries from scratch, or clone a call to become a knowledge entry.
Depending on your security role permissions, you can do any or all of the following within the knowledge bank in ASM Core:
Create a knowledge entry
Moderate the entry to ensure it is accurate before it is published
Update the details
Review the knowledge entry
Delete the knowledge entry
Users and Analysts can then:
Search for knowledge entries
View the knowledge entry
Give feedback on knowledge entries
Creating a Knowledge Entry
All About the KB Article Screen and Fields
Methods for Creating Knowledge, Importing Knowledge, and Using Matching Knowledge
Before you start
To create a knowledge entry from scratch, you must have Author selected in the Options tab of your Knowledge Management Security Role.
To clone a knowledge entry from a call, you must have Clone from Calls selected in the Options tab of your Knowledge Management Security Role.
To assign a knowledge profile, you must have Author permissions for it in the Content Access tab of your Knowledge Management Security Role.
To assign a status, you must have Author permissions for it in the Content Access tab of your Knowledge Management Security Role.
Display the New Knowledge Entry dialog box, in any of the following ways:
Select New > Knowledge.
Search for a knowledge entry, either using the standard search, or the knowledge admin search, and from the bottom of the Knowledge Search Criteria pane, select Add New if available. Alternatively, select the New icon from the toolbar in the Results pane.
In the New Knowledge Entry dialog box, select into the box and choose the type of entry you want to create. You can select from any of the available tiers. Base entry types are system defined. Further entry types can be created in the Knowledge Entry Types window.
3. Select OK to display the Knowledge Entry Details window. The fields and sections displayed will vary depending on the type of knowledge entry.
4. Complete the details. Some of the sections may be collapsed, so you can only see the headings. To expand them to view the fields, simply click on the heading.
The fields displayed in the bottom half of the window depend on the type of entry you have selected. You may need to scroll down to see them all. Complete them as necessary.
If you have selected Abstract as the base Entry Type, provide the Abstract information.
If you have selected Call as the base Entry Type, complete the following fields to provide the description and solution.
If you have selected FAQ as the Entry Type, provide the question and answer to be displayed.
If you have selected KCS as the base Entry Type, provide the description, cause and resolution details.
If you have selected Known Issue as the Entry Type, provide details of the issue and workaround.
When you have completed the details, select Save. The Save window appears. Complete the details.
Select OK to publish the entry. The window closes.
How External Knowledge Content is Indexed
Each knowledge entry is either an Internal or an External entry. Internal knowledge entries are those that are stored in the database, such as Abstracts, FAQs, Call, KCS structured entries, and known issues. External knowledge entries point to an external location – a physical directory (file) or a website (web page), where knowledge entries are located. External articles are discovered by the ASM Core Indexing Service and returned in knowledge searches. An external knowledge entry may be linked to several external articles.
ASM Core indexes external information using the following processes:
External entries returned in the Knowledge Search results window do not display punctuation marks. Punctuation marks are ignored, except hyphenated words which are treated as a single word.
The indexing process tries to extract metadata from the document in order to make search results more informative. Web pages, Word, and OpenDocument format documents generally have a "title" metadata field that is used as the page title. If the title metadata field does not exist or is empty, the document file name is used instead (this is the case for PDF documents). Some file types also have a "subject" metadata field which is used as the document thumbnail. Where this field does not exist or is empty, the first 100 characters of the document body are used instead. Some websites assign all pages the same title. In this case, all indexed pages are stored with that same title.
The indexing service schedules a scan to detect changes to external websites. All the external documents associated with this website are marked as needing to be rescanned. The indexing service then sends an HTTP request to the index start page. If the web server responds with a 200 response (this means that the web page exists), the indexing service checks to see if the page has changed by looking at the time of the last change made on the page. If the page has changed, the indexing service needs to scan the page again.
The indexing service does the above for each URL. If the link is bad (that is, it returns a non-200 HTTP response), it marks the web page as deleted in ASM Core. If the link is working, it checks to see if the page has changed, and then in turn checks each URL to see if they are bad. The indexing service checks outwards until it finds no more links or reaches its depth limit (configurable on the Website Details window).
When ASM Core has finished searching for changes, any web pages that are marked as still needing to be scanned will be marked as deleted in ASM Core. This is because any remaining unscanned pages are from links that are no longer used from the parent web page. As no links from the parent web page point to these web pages, these pages are no longer considered relevant or required.
Knowledge Entry Details Window
The Knowledge Entry Details window displays the configuration details of the knowledge article, the text for the knowledge entry, as well as statistics and linked items.
Depending on the permissions on your Knowledge Management security role, you will be able to edit and review the knowledge entry, provide feedback, and modify items linked to the entry.
The knowledge entry details window contains three sections: The Explorer Option, the Entry Details, and the Information Panel.
Knowledge Entry Information Panel
Reviewing a Knowledge Entry
A knowledge entry can be saved as “Review Required”. When the entry is viewed in 'read' mode, the message “This entry has been flagged for review” appears at the bottom of the information pane.
Assuming you have the appropriate permissions in your Security Role, you can review the contents for accuracy and usefulness, change the entry to 'edit' mode, make necessary changes, and then flag it as reviewed.
Before you start
To review other Analysts’ knowledge entries, you must have Review and Editor selected in the Options tab and Editor selected for the Knowledge Profile of the entry in the Contents Access tab of your Knowledge Management Security Role.
To review knowledge entries which you have created or contributed to, you must have Review Own selected in the Options tab of your Knowledge Management Security Role.
Statuses you can select in the Knowledge Entry details are determined by the settings in the Statuses tab in your Knowledge Management Security Role.
Search for the entry, selecting Review Required as one of the search criteria.
When the knowledge entry details are displayed , select the Action icon from the toolbar.
Modify the required details on the Details window.
When you have finished, select Save. The Save window appears. Complete the details.
Select Ok to save the changes. You are returned to the search window and the details are saved.
Updating a Knowledge Entry
Once a knowledge entry has been saved, it can be updated in a number of ways, including changing the status and updating the information it contains, as well as adding, changing or deleting objects attached to the entry.
Search for the entry.
When the details are displayed, select the Action icon from the toolbar.
Modify the required details on the Details window.
When you have finished, select Save. The Save window appears. Complete the details.
Select OK to save the changes. You are returned to the search window and the details are saved.
Deleting a Knowledge Entry
Select Admin > Knowledge Bank.
Select the entry you want to delete in the browse table, and select the Delete icon . The entry disappears from the browse table.
If you want to view the entry before you delete it, select it in the browse table and then select the Action icon. When the details are displayed, select the delete icon.
You can restore deleted entries if necessary, following the instructions below.
Restoring Deleted Knowledge Entries
Search for the knowledge entry, deselecting the Active and select the Deleted search criterion. Add any further search criteria you wish to use to filter the search results.
Select Search to display the results in a browse table. You can adjust the column widths if required.
Highlight the entry you wish to undelete in the search results and select the Undelete icon. If you wish to review the entry before undeleting it, select the entry you wish to undelete. When the details are displayed, you will see a banner across the top of the window informing you that the item has been deleted. Select the Undelete link in the top right corner.
The banner disappears from the list and if you return to the window containing the search results, selecting Active and deselecting Deleted, you will see the entry is restored.
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