Knowledge Administration
The Knowledge Administration window enables you to search for knowledge entries that you may not be able to locate using the standard Knowledge Search option.
You can search for and view knowledge entries you are permitted to view and edit. They can be of any status, including those set to unmoderated and flagged for review. You can also restore deleted entries.
Searching for Knowledge Entries
Select Admin > Knowledge Bank.
This window is divided into two panes. You select the criteria for the search in the left pane, and the results are displayed in the right pane. You can apply as many filters as you wish (some of the fields require you to select a check box for that criteria to apply).
Complete the details in the Knowledge Search Criteria pane as necessary:
The Options section includes the following search options:
The Knowledge Article Criteria section contains fields that allow you to search on the following criteria:
The following options are available for text searches: You can choose between All Words and Any Words. You can choose between Exact, Related, Logical and Regular Expression.
After you have specified your search criteria, select Search. All knowledge entries that match your search criteria are displayed in the main pane. You can adjust the column widths if required.
If you do not find the entry you are looking for, you can create one by selecting Add New at the bottom of the Knowledge Search Criteria pane if available, or selecting from the top of the results pane.
Select the entry you want to view by either double clicking in the relevant row of the browse table, or selecting the entry and then selecting the Action icon. The details of the selected entry are displayed.
Your system may be configured such that double-clicking an entity in the search results will open it in action mode, rather than review mode. If so, select the entity and then select the Edit icon to open the entry in review mode.
Other Search Criteria
You can configure the search criteria to add other fields associated with knowledge entities. Some examples of the fields you may add are described below.
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.