Manage

On this page you can create new and edit existing knowledge.

Options:

• Command panel

  • New knowledge - create new knowledge.
  • View - display the knowledge in a new browser tab.
  • Edit - edit the selected knowledge.
  • Delete - delete the selected knowledge. This will stop the knowledge from being displayed to users, but it will remain stored in the database. You can view the deleted knowledge in the table on this page by the Display options - Show deleted command in the table view menu. You can then filter the knowledge by the Deleted column, which contains the timestamp of the deletion.
  • Restore deleted - restore the selected knowledge that was previously deleted.
  • SharePoint - open the SharePoint document library that is linked to the Alvao knowledge base with the ALVAO Knowledge Base SharePoint Connector module.

• Knowledge table - the table contains all the knowledge that you have the right to edit. You can customize the table as needed.

  The following views are available in the table by default:

  • All - contains all knowledge
  • Unclassified - knowledge that is assigned to no ticket service.
  • Best rated - all knowledge ordered by the Feedback score (%) column with the highest values on the top (descending order).
  • Worst rated - all knowledge ordered by the Feedback score (%) column with the lowest values on the top (ascending order).
  • Most viewed - all knowledge ordered by the View count column with the highest values on the top (descending order).

  If a knowledge is assigned to more than one ticket service, the knowledge is represented by multiple rows of the table - one for each ticket service - to allow easy table filtering by the Service column.

Knowledge table columns

Column name	Description
Created	Date and time when the knowledge was created.
Feedback count	Total number of both positive and negative replies on the Was this helpful? question) from unique users.
Feedback score (%)	Percentage of positive feedback count relative to the total feedback count
Last edited	Date and time when the knowledge was last edited.
Last edited by	Name of the author who last edited the knowledge.
Negative feedback count	Number of negative feedback, i.e., number of No replies from unique users.
Positive feedback count	Number of positive feedback, i.e., number of Yes replies from unique users.
Service	Name of the ticket service the knowledge is assigned to.
View count	Number of views of the knowledge. All views are included, even if one user views the knowledge multiple times.
Other knowledge entity attributes	Columns representing the New knowledge form fields.