Knowledge Management

Question 1

What are the Knowledge Management main tables?

Answer 1

kb_knowledge_base
kb_knowledge
kb_category
kb_version
kb_use

Question 2

How can you delete an article or kb?

Answer 2

You can’t. Articles can be only retired.

Question 3

What are the permissions of a Knowledge Manager role ?

Answer 3

• Create, view, edit, and delete knowledge bases and articles
• Assign roles and permissions to other users
• Configure knowledge management settings

Question 4

What are the permissions of a Knowledge Owner role ?

Answer 4

• Create, view, edit, and delete knowledge bases and articles
• Configure knowledge management settings

Question 5

What are the permissions of a Knowledge Contributor role ?

Answer 5

• Create, view, and edit, knowledge bases and articles

Question 6

What are the permissions of a Knowledge Reader role ?

Answer 6

view, knowledge bases and articles

Question 7

What are the permissions of an Admin within knowledge management ?

Answer 7

• Create, view, edit, and delete knowledge bases and articles
• Configure knowledge management settings
• Create Workflows

Question 8

What happens if there’s no one selected on “can read” tab?

Answer 8

The knowledge base is accessible by all logged users

Question 9

User criteria can be based on a variety of user attributes, such as…

Answer 9

• User’s group
• Department
• Role
• Location
• Skill set
• Active/inactive status
  *Knowledge managers can also create custom user criteria.

Question 10

What are the benefits of User Criteria?

Answer 10

• Granular access control
• Ensures that users only have access to the knowledge that is relevant to them
• Protects sensitive information

Question 11

How can you create and article?

Answer 11

• Manually
• From records
• From Word files.
• Integrations

Question 12

What are the main Knowledge Management Workflows?

Answer 12

• Instant publish: Publishes a draft article immediately.
• Approval publish: Puts an article in review and notifies approvers. If approved, the article is published. If rejected, the article is put back in draft.
• Retire worflows are exact copys of the above

Question 13

What are the main items of Knowledge Home?

Answer 13

• Knowledge Bases
• Featured Content
• Most Useful
• Most viewed
• Knowledge search bar
• Create an aticle button

Question 14

What is the difference between “useful” and “helpful” within knowledge module?

Answer 14

• Helpful is how you may rate an article
• Useful, or most useful is where the aricles with the highest score of helpful are displayed.