"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Knowledge Status Report & Approval Work Flow Process

A Subject Matter Expert (SME) first reviews proposed knowledge to validate the problem and solution. This will typically be a second or third level support person with domain expertise. This report can help eliminate redundant knowledge records by being able to simultaneously list all proposed, in-progress and approved knowledge on the same page. The titles and content of the knowledge records can be quickly reviewed and compared.

Next, a knowledge engineer verifies the knowledge for grammar, spelling, writing style, and presentation format so that agreed upon standards are followed. While the SME ensured content accuracy, the knowledge engineer makes sure that the information is comprehensible. The knowledge engineer may also add information such as definitions, hypertext, screen shots, or examples to help clarify the knowledge.

The knowledge is now ready to be approved. There are a specific number of knowledge approvers that must approve each knowledge record. This is specified in set-up. After the knowledge record is approved, the status of it is automatically changed to "Approved". At this time, it is available for all users and customers to search.

If a knowledge approver edits approved knowledge (edits scope, security, any of the three text fields, title, category, or adds/deletes attachments) they will get a pop-up message warning that says, "You have just edited approved knowledge. This knowledge record will have to go through the approval process again. Do you want to do this?" If the proposer answers, "Yes", the system will change the status to "In-Progress" and "Hot".

If a knowledge user wants to edits a knowledge record that is incorrect, he can place a note in the record history. This will generate an email to all approvers that is similar to the email that proposers receive.

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