"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Multiple Tabs Views of Knowledge Record

In the search results, each entry is a summary of the related knowledge record. Only the important information from the knowledge record that can be used to resolve a problem or answer a question is provided. The remainder of the knowledge record is not part of the search result.

The "Category" is from a list that is configured in set-up. It contains all the major classifications of knowledge records.

The "Title" is selected by the person proposing the knowledge record and must be approved by the knowledge team.

There are three different "Text" views of a singe knowledge record. (Only two text views are displayed in the screen shot above-Level 1 and Level 2 since the currently logged in person is a User not a Customer. See below for more detail.) You can see each view by selecting the appropriate link. Each different "Text" view can be tailored to the ability of the person viewing the knowledge record. In the screen shot above the two "Text" choices are "Level 1" and "Level 2". If your role is a "Knowledge Customer" (non-technical employee) you will only be able to see the "Customer" Text not "Level 1" Text or "Level 2" Text. If your role is a "Knowledge User" (technical employee), you will have the option of being able to see either the "Level 1" Text or the "Level 2" Text as above.

• Customer – A customer is a person in your organization that is non-technical. You may want to display to customers simple solutions written in non-technical language. Solutions that are too complex may be confusing and lead to more phone calls for support.
• Level 1 – A Level 1 person typically answers the phone for a Help Desk or support organization. This person generally has broad knowledge of many areas, but not specialized enough knowledge for some problems or questions. The knowledge in this section is more technical than that contained in the Customer view, but less technical than that in Level 2 view.
• Level 2 – A Level 2 person typically is the backup for the Help Desk or support organization. They generally have more specific domain expertise.

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