Knowledge Management Flashcards
What is a knowledge article?
Record in a KB that provides information to knowledge consumers (like policies, self-help tips, troubleshooting, resolution steps)
What are the 4 different options to populate a KB with knowledge articles?
- 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)
How can we access Knowledge?
- 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)
What are the 3 main categories in which articles are sorted?
- Featured (selected by sysadmin or KB manager for special attention)
- Most useful (marked helpful by users)
- Most viewed
How can we filter a list of articles (using the filter)?
- by Knowledge Bases
- by Author
- by Rating
- by Last Modified
- by View Count
What does an KB article show?
- Title of the article
- KB and category
- Short preview of the article
- Author
- Number of views
- Last update
- Rating
What are the different ways to provide feedback for a knowledge article?
- Mark the article as helpful
- Rate the article
- Write a comment
How do we share a knowledge article?
Copy permalink
How to suggest article revision to the Knowledge manager?
Flag the article
Who can accept an answer to a Q&A question as correct?
Question owner
Knowledge manager
Where to navigate in the All menus to create a new knowledge article?
Knowledge > Articles > Create New
Where to navigate in the All menus to access Knowledge Bases?
Knowledge > Administration > Knowledge Bases
Which field indicates the current state of a knowledge article in its lifecycle?
Workflow field
How can we sort a list of articles in a given KB?
- Relevancy
- Last updated
- Views
Who can share and comment on a KB Q&A?
Users can Share the question and comment
