"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Knowledge Workflow

Knowledge Record Life Cycle Flowchart

Figure 16: Knowledge Record Life Cycle Flowchart

Knowledge Approval Work Flow

Step 1. Someone proposes new knowledge. The Knowledge Team which consists of Knowledge Approvers is notified by a report which is emailed to them. The report is a listing the new proposed knowledge.

Step 2. If the person proposing the knowledge marks it "HOT," it is immediately available to customers.

Step 3. Someone on the team, usually the Subject Matter Expert (SME), initially reviews the proposed knowledge. They can reject it at this point.

Step 4. The SME adds substance and checks quality. The SME and Knowledge Approvers may conduct an electronic dialogue with the person who proposed the knowledge to ask questions and obtain clarification. Giva eKnowledgeManager automatically documents all of the dialogue in the knowledge record history. The SME verifies that the knowledge text is correct. They also write the more detailed text for level 1 and 2, if necessary.

Step 5. The required number of designated Knowledge Approvers must approve the knowledge. If knowledge requires more than one Approver, others on the team review the record and enter their approval. If a Knowledge Approver marks it "FAQ," Giva eKnowledgeManager immediately posts this knowledge record on the FAQ list. Once the knowledge is approved it is immediately available to customers.

The next sections describe in more detail this easy workflow.

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