"Day in the Life" Demonstration

Giva eKnowledgeManager User

<< 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 >>

Inputting Reactive Knowledge – Method #3

Reactive knowledge is knowledge that is created while problems are encountered on-the-fly. An analyst may encounter a problem and find a solution that can be placed in Giva eKnowledgeManager so that fellow analysts can leverage from this knowledge in the future.

Method #3

Reactive Knowledge – A user or customer can "propose" knowledge when in the process of opening or closing a service request. When completing a problem resolution a user can click the "Propose New Knowledge" hyperlink next to the service request description.

The service request description will be copied to the title of the proposed knowledge record and the service request resolution will be copied to the knowledge text field. Any files that are attached to the ticket will also be copied to the proposed knowledge record. The user can edit the text and files in the proposed knowledge pop-up. After editing is completed, the user clicks "Submit". This will create a knowledge record and put it in the "Proposed Knowledge" queue for review by the knowledge team.

Preventing Redundancy

Giva eKnowledgeManager is an easy to use tool that helps maintain knowledge records up-to-date, relevant, and free from redundancies. Expired knowledge is not displayed in search results after it is designated as such. When knowledge is proposed, the following process automatically occurs so that redundant records are not created.

A natural language search will occur to search the proposed title, category, keywords, and knowledge text with respect to all approved, in-progress, expired, and rejected knowledge. The process will also search all the attachments.

This process also occurs when knowledge is being proposed and approved. The system assists proposers and users to "scrub" knowledge a few times during the knowledge proposal and approval processes.

Spell and Grammar Checker

When analysts are proposing knowledge during a call, they are under pressure to answer new phone calls so they may not have time to wordsmith and spell check their work. The spelling and grammar checker can help to provide some quality control at the point knowledge is proposed.

<< 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 >>