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Giva eKnowledgeManager User

Knowledge Team – These are the people that are responsible managing reviewing and approving knowledge proposed.
Proposed Knowledge – Knowledge proposed by either users or customers.
In Progress Knowledge – Knowledge that has not yet been approved which was proposed by user or customer, but has been looked at and acted upon in some way. It is the status change to the knowledge indicating that work is underway. Perhaps there are some questions being bantered around by the knowledge team to better define and screen the knowledge.
Approved Knowledge – Knowledge that has been approved by the knowledge team.
Rejected Knowledge – Knowledge that has been rejected by the knowledge team.
Expired Knowledge – Knowledge that is no longer relevant.

Create Date
Created By (First and last name of Author/Proposer)
Record Scope. See Administration section for more information.
- Service desk level only
- Multiple service desks under a given company (Predefined set of service desks.)
- Parent/child companies
- Global (across all Giva companies.) A Global scope does not appear as an option. Only Giva can scope knowledge as Global across all of our companies.
Category;– This is a drop down menu configured in set-up. This is leveraged from the Nature of Request (NOR) menu if customer currently using other Giva services.
Unlimited Keywords;– This is a text entry box.
Title;– This is a text entry box.
Knowledge Text;– At a minimum, one of the following three fields must be completed: Customer Text, Level 1 Text or Level 2 Text. However, all fields can be completed. This is the knowledge. It is described in simple terms in the Customer Text. It is more technically described in the Level 1 and Level 2 Text.
Knowledge Record ID Number
Knowledge Status;– One of the following 5 statuses: Proposed, In Progress, Approved, Rejected, Expired
Spelling and Grammar Checking;– This tool allows you to accurately proof the knowledge record.

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