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Book Contents

Book Index

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:

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

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 Article Published

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

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

In This Section

Knowledge Good to Know

See Also


About Knowledge Articles

Using Knowledge

Managing Knowledge Sources

Configuring Knowledge

Importing Cherwell Knowledge

About Importing Knowledge

Configure a Business Object for Knowledge Import