"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Sorting the Results of a Knowledge Search

After a search is returned, you can sort on any of the following headers to resort the result: Category, Score, Last Modified Date, Last Used Date, Problem Solving Score, and User Rating. Notice that these are all active underlined links.

Copying Knowledge Text to Service Request Resolutions

After you locate the appropriate knowledge, you can quickly copy the "Text" field to the service request resolution field by clicking the "Copy to Service Request" link.

Emailing Knowledge or Files to Customers

If a there is a knowledge record text or a file that is helpful, you can email it directly to a customer by clicking on the "Email to Customer" link. When a service request is currently opened in the background window and "Email to Customer" is selected in the search result in the foreground window, the email will be sent to the customer of the currently opened service request.

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