The knowledge base is a data repository holding information on incidents, problems, and known errors. By collecting information in the knowledge base, organizations can match new articles against previous ones and reuse established solutions and approaches.
Table: Knowledge base items
Knowledge base Item
An article is a document that contains a date stamp and an author. It has no restrictions on size, and it can contain images, formatted HTML, and links.
Provides a user with information in a question and an answer format.
An entry that is designed to provide users with time-sensitive, critical information. Bulletin board entries have date restrictions and a priority.
Bulletin board entries are shown in the bulletin board in the portal. The bulletin board can be seen from each of the root pages in the Portal.
A group of related pages on a specific topic.
Access to the knowledge base and the information it contains is controlled through the use of permissions. Permissions at the user, group, and organizational unit level can be granted to any entry in the knowledge base.
The key features of the knowledge base are as follows:
The bulletin board, which facilitates proactive notification to all users.
The ability for users to rate all of the knowledge base entries based on their usefulness. Process Manager automatically rates articles higher the more frequently an article is used. Reports can then be run against the ratings to determine which knowledge base entries should be removed or modified to improve their content.
All of the knowledge base content is stored in a content management system and is fully audited. This content can then be reported on to analyze the number of times, and how recently entries were viewed, among other things.
The knowledge base window lets you view, manage, and add content to the repository. This content includes knowledge base articles , bulletin boards, Wikis, and FAQs.
The knowledge base window is divided into two panes. The left pane lists categories of articles and lets you search for articles. The right pane lists the articles that are found in the selected category.
The Discussions window lets you view, manage, and add to discussion groups. These discussion groups can be used for a variety of purposes. These purposes include a general discussion area about a process, a technical repository, lists of issues or features, and general information.
The Discussions window has one pane. It lists any discussion that you created.
Each entry in the list displays the following information: