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Creating New Knowledge

ALVAO WebApp

  1. By the Manage command in the knowledge base open a page for knowledge base management.
  2. Click on the (+) new knowledge button.
  3. Opens a new tab with the form to create knowledge.
  4. Enter knowledge name, annotation and text. You can attach attachments to the knowledge.
  5. To select services you want to assign knowledge to, click on the Edit (pencil) button in the Knowledge assigned to services section.
  6. Select services you want to assign knowledge to in the opened window.
  7. To publish the article to requesters enable the Show to the requesters option.
  8. Click on the OK button to confirm the knowledge creation.
  9. Displays the knowledge preview.
  10. Check the final form of the knowledge.
  11. You can return to the knowledge overview by closing the knowledge preview tab.
Notes:
  • Knowledge name and text are required items.
  • Unassigned knowledge is displayed for no service.
  • Unassigned knowledge can be searched in the knowledge base.
  • If the Publish for requesters option is enabled, the knowledge is displayed only to members of the solver team for services it is assigned to. Published unassigned knowledge can be searched even by requester in the knowledge base.
  • The Display order item specifies the order, in which the knowledge will be displayed in selected articles in the service catalog. The articles will be sorted in ascending order based on the value in this item.
Tip:

We recommend to use unified scale of values in all services, e.g. 5=frequently used knowledge (FAQ), 10=normal knowledge, 15=seldom used knowledge. You can ensure that even knowledge assigned to multiple services is displayed in correct order.

 

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