Administering Knowledge Management › Knowledge Management Roles and Functions › Self-Service Knowledge Options

Self-Service Knowledge Options

Customers and employees using CA SDM have access to knowledge documents through the self-service interface. Customers can search, browse, or use bookmarks to locate and view knowledge documents. Giving customers access to knowledge documents and services permits customers to find answers themselves and reduces the pressure on resources.

In the self-service user interface, employees, and customers can view the following knowledge solution options:

• Search for Knowledge Solutions—Employees and customers can enter keywords and phrases in a search field that retrieves a list of knowledge solutions. You can configure this option in the following location: Administration, Knowledge, Search, Search Settings.
• View Top Solutions—Employees and customers can display a list of top solutions in the self-service interface. The following Administrator setting: Administration, Knowledge, System, General Settings, Top Solutions—Number of Documents to Display, determines the number of documents to display.
• Prompt for Knowledge Survey—After opening a knowledge document, the user is able to read the document and access a series of survey questions. One of these questions lets the customer indicate through a prompt whether they feel that their problem has been solved. You can configure this option in the following location: Administration, Knowledge, Solution Survey, Survey Settings.
• Suggest Knowledge—Employees and customers can, where permitted, view a list of knowledge suggestions when they create a ticket in the self-service interface. You can configure this option in the following location: Administration, Knowledge, Service Desk Integration, Suggest Knowledge.