Administering Knowledge Management › Knowledge Management Roles and Functions › Knowledge Management User Interfaces

Knowledge Management User Interfaces

The following user interfaces help you manage knowledge:

• Self-Service—In the self-service interface, customers and employees using CA Service Desk Manager can access knowledge documents and submit knowledge for further consideration. Customers can search, browse, or use bookmarks to locate and view knowledge documents.
• Knowledge Documents—In the knowledge documents interface, accessed from the Knowledge Documents node on the CA Service Desk Manager Scoreboard, all users of the system can view their Inbox and follow-up comments. The administrator manages their unassigned/unindexed documents, automated document lifecycle policies, and user forums.
• Knowledge Management—In the knowledge management interface, accessed from the Knowledge tab in CA Service Desk Manager, the knowledge analyst or knowledge manager can find, organize, and publish knowledge. They can also filter the documents displayed using advanced options, and sort the results by relevance, modified date and much more.
• Knowledge Administration—In the knowledge administration interface, accessed from the Knowledge node on the CA Service Desk Manager Administration tab, the administrator, knowledge manager, or knowledge management administrator can set system options. Settings can help conform the functionality and use of Knowledge Management.