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Knowledge Management › Key Features

Key Features

Following are some key features of Knowledge Management:

Document Preferences

Users can define preferences that help them work with documents. For example, users can set preferences for the contents that display on the Knowledge Document List page. To view the Preferences Settings page:

Natural Language Search

Natural Language Search (NLS) lets the analyst specify a natural language string, such as "How do I install a network printer?" to query the knowledge base for relevant solutions. It instantly pinpoints candidate solutions, ranking them in order of relevance. Because NLS learns from every solution captured, it continuously and automatically refines the knowledge base.

Knowledge Categories

Knowledge categories allow the analyst to manage the content in the knowledge base. They provide a mechanism for building and editing knowledge underlying the retrieval tools. Because they include the ability to assign ownership of a particular knowledge solution to an expert, they ensure that the solution for a given problem is kept current and accurate.

Knowledge Tree Designer

The Knowledge Tree Designer tool helps the analyst develop and deploy business policies and intelligence by mapping any reasoning process into a knowledge tree structure.

HTML Editor

The HTML Editor lets the analyst define the layout and static content of a knowledge document template, to define the layout and content of the Resolution section of a knowledge document, or to define the layout and content of a node in a knowledge tree document.

Knowledge Report Card

The Knowledge Report Card provides feedback to analysts, knowledge engineers, knowledge managers, supervisors, category owners, and system administrators about which knowledge documents are most effective. The information provided can be used in a variety of ways to improve the processes of creating knowledge documents and providing the best support to customers.

Multi-Tenancy

Multi-Tenancy allows analysts to create and modify knowledge documents and knowledge categories publically, or for specific tenants. A tenant dropdown appears in the search filter, and the search can include or exclude Public data.