This documentation supports the 1.3 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Familiarizing yourself with the Knowledge interface

As a Knowledge-Centered Support (KCS) Coach, you must ensure that your team follows KCS methodology. KCS practices enhance the collective efforts of the knowledge team to create and maintain a rich knowledge base. To create an effective environment, you must monitor the team's work and plan for improvements. To enable you to do so, the Smart IT menu bar now contains a Knowledge menu (accessible only to KCS Coaches).

KCS users are Smart IT users with appropriate KCS permissions assigned to them according to their KCS role: KCS Candidate, KCS Contributor, and KCS Publisher. A knowledge team consists of KCS users who belong to organizations, departments, and support groups of the company to which you may or may not belong.

It is recommended that you have access to your team member's company and support groups. If you don’t have access to your team member’s support group, you will not be able to see tickets that belong to their support group. This will display incorrect data in KCS reports.

If you don’t have access to the company to which your team member belongs, you will see erroneous issues such as the following:

  • Default question set is used instead of the question set specific to the company and organization the author belongs to.
  • The assignment engine will not work as expected.

The Knowledge menu gives you a quick view of your team, and their contributions. You can set question sets to assess their articles, assess articles your team members have written, and generate team performance reports. Based on the results, you can plan strategies to improve your team’s functioning.

Click the pointer on the following graphic to familiarize yourself with the Knowledge interface.

 

Related topics

Creating question sets for assessing knowledge articles

Assessing KCS knowledge articles

Searching for duplicate knowledge articles

Managing flagged knowledge articles

Reviewing your knowledge team's performance using KCS reports

KCS user permissions

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