About Knowledge

CSM consolidates multiple Knowledge Sources into a single, powerful Knowledge Base so that Users can find relevant information quickly without the use of outside resources. Depending on the configuration of your system, Users might also have access to Knowledge through the Portal so that they can independently solve issues. For example, CSM Knowledge can come from many different Knowledge Sources, including:

• Knowledge Articles (KAs): CSM Business Object dedicated to Knowledge. Use to share identified solutions with Users and Customers. Note that KAs can also be imported from third-party Knowledge providers (ex: KnowledgeBroker).
• Business Object records: Closed Incidents or Problems (Known Errors), or any other appropriate Business Objects.
• Attachments: Imported internal or external documentation.
• Web: Adobe^®, Google^®, Microsoft TechNet^®, Twitter^®, Yahoo!^®, YouTube^®, etc.

In the CSM Desktop Client, Users search for Knowledge using the:

• Knowledge Pane: Use to search all Knowledge Sources. You can search in general or while on a Business Object record (if configured). Searchable Knowledge Sources and searching options vary by Business Object so that the Knowledge Search is always appropriate (controlled by your system administrator through Knowledge Mapping).
• Quick Search: Use to search only KAs (or other Business Objects).

  

In the Portal, Customers can search for KAs using a Portal Site's configured Search Control. When on a KA in the Portal, Customers can vote on article popularity by clicking the Like/Dislike buttons, increment Usage Counts by noting whether or not it resolved their issue (Yes/No), and add feedback by clicking the Add a Comment link.

Knowledge Sources are managed in CSM Administrator, typically by a system administrator, using the following:

• Knowledge Source Manager: Use the Knowledge Source Manager to create, edit, delete, and organize your Knowledge Sources.
• Knowledge Mapping: Use Knowledge Mapping to determine when and how a Knowledge Source can be searched/used (ex: A mobile device website might be displayed as a searchable Knowledge Source while on a Config - Mobile Device record but would not be appropriate when on a Customer record; a KA might be used to populate a solution Field on an Incident but a website might be attached).
• Knowledge Importing: Use the Import Knowledge Wizard to import third-party KAs (from KnowledgeBroker) into your Knowledge Base.

  

Knowledge Security is also managed in CSM Administrator, typically by a system administrator. A Knowledge Team is available to manage your Knowledge Article workflow.