Knowledge Bank
Knowledge refers to useful and relevant units of information that have been accumulated through learning and experience.
The process of knowledge management is designed ultimately, to capture tacit knowledge, make it explicit, and then deliver it to agents and users in a way that it will be useful.
The ASM Core Knowledge Bank is the repository for all the knowledge that is collected in the system. KM is highly unique to each organization, however in ASM Core, there are some standard Best Practices that will allow you to get the most out of your new KB.
The ASM Core Knowledge Bank supports knowledge management by enabling Analysts to:
Capture tacit knowledge
create knowledge entries, which can then be viewed by others
search the Knowledge Bank, within the limitations of their security roles. Knowledge entries can also be made available to Users, both on the main application and via the Self Service Portal
Knowledge entries are created and their content can be moderated for accuracy before they are published. They can be restricted to the main application, or made available to the Self Service Portal.
Access to knowledge articles and permissions to manage them and configure the knowledge bank are controlled via security roles and knowledge profiles.
Initially, the knowledge bank is configured using the following options:
Once the knowledge bank has been configured, Analysts can then manage the entries in any of the following ways, depending on their security role permissions:
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