"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Selecting Roles

The second tab on the User/Customer Profile screen is where you set the roles for Giva eKnowledgeManager. Simply check the appropriate box.

Figure 30: User Roles

Defining Roles

To begin using Giva eKnowledgeManager, first you must set up User/Customer roles. These are the duties that people have in the knowledge management process. Select the Add User/Customer link to create a User or Customer or the Edit User/Customer link to edit an existing profile. After selecting a User or Customer from the database, go to the Roles Tab. Here you define roles for all of Giva applications. For Giva eKnowledgeManager, we define four roles.

Customer

A customer is anyone who will use Giva eKnowlegeManager to search for self-help knowledge. Customers view the customer solution text instead of the more technical Level 1 or Level 2 text which is for a User. They cannot edit knowledge records. However, they can rate the usefulness of each knowledge record they used in a search.

User

A User has the same rights as a Customer. In addition, a User role allows the person to propose new knowledge records. Similar to a Customer, a User cannot edit knowledge records. However, if they find something wrong with a knowledge record, Users can add entries into each knowledge record history. When entries are made, Giva eKnowledgeManager notifies Approvers and Administrators via an email that a comment has been made in a knowledge record. The email contains the User comment and a link to the knowledge record. Approvers and Administrators can edit the knowledge record, if necessary.

Users can view technical Level 1 and Level 2 text in the knowledge record. They can rate the usefulness of knowledge records as they use the records to solve problems.

Approver

An Approver has the same rights as a Customer and a User. In addition, an Approver is a User who is part of the knowledge approval process. They typically have some kind of subject matter expertise. Besides "Approver," we often refer to them as "Subject Matter Experts" (SMEs). An Approver can edit knowledge records. When viewing a knowledge record, an Approver can click on the title of the knowledge record for access directly into the knowledge record. They can then make any necessary edits.

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