Knowledge Management

Question 1

What is a knowledge article?

Answer 1

Record in a KB that provides information to knowledge consumers (like policies, self-help tips, troubleshooting, resolution steps)

Question 1

What are the 4 different options to populate a KB with knowledge articles?

Answer 1

• Create articles (using templates or knowledge blocks directly in SN)
• Create articles from cases or incidents
• Import articles (MS word files into a KB)
• Integrate (to an existing webDAV (web Distributed Authoring and Versioning) compliant knowledge source outside of SN)

Question 2

How can we access Knowledge?

Answer 2

• Through the All menu > Knowledge > Homepage (Platform UI)
• Through the Service Portal interface’s Knowledge Portal (Press Knowledge Base, or Knowledge in the SP banner)

Question 3

What are the 3 main categories in which articles are sorted?

Answer 3

• Featured (selected by sysadmin or KB manager for special attention)
• Most useful (marked helpful by users)
• Most viewed

Question 4

How can we filter a list of articles (using the filter)?

Answer 4

• by Knowledge Bases
• by Author
• by Rating
• by Last Modified
• by View Count

Question 5

What does an KB article show?

Answer 5

• Title of the article
• KB and category
• Short preview of the article
• Author
• Number of views
• Last update
• Rating

Question 6

What are the different ways to provide feedback for a knowledge article?

Answer 6

• Mark the article as helpful
• Rate the article
• Write a comment

Question 7

How do we share a knowledge article?

Answer 7

Copy permalink

Question 8

How to suggest article revision to the Knowledge manager?

Answer 8

Flag the article

Question 9

Who can accept an answer to a Q&A question as correct?

Answer 9

Question owner

Knowledge manager

Question 10

Where to navigate in the All menus to create a new knowledge article?

Answer 10

Knowledge > Articles > Create New

Question 11

Where to navigate in the All menus to access Knowledge Bases?

Answer 11

Knowledge > Administration > Knowledge Bases

Question 12

Which field indicates the current state of a knowledge article in its lifecycle?

Answer 12

Workflow field

Question 13

How can we sort a list of articles in a given KB?

Answer 13

• Relevancy
• Last updated
• Views

Question 14

Who can share and comment on a KB Q&A?

Answer 14

Users can Share the question and comment