Knowledge Management Configuration and Management Functions

You can perform the following configuration and management functions in Knowledge Management:

Create "action content" (a live action URL) that you can insert into the Resolution field of a document.
Set up the approval process and define the knowledge document lifecycle process.
Set up automated policies that automate certain tasks in the knowledge document approval process.
Set up document options related to comments, submitting knowledge, templates, and document settings.
Create templates that control how a document displays information.
Manage the default Knowledge Management search engine and configure noise words, special terms, and synonyms used to perform keyword and natural language searches.
If CA Service Desk Manager is configured to use the Knowledge Management search engine, you can switch to the optional FAST search engine (if it is installed). The FAST search engine provides additional search capabilities that let you search for knowledge solutions using a website or file system, and much more.
Create "recommended documents" that display in the self-service interface when users search for knowledge solutions.
Search tickets using Find Similar functionality. The FAST ESP search engine is required.
Manage the knowledge category structure to make document access easier.
Set up the Knowledge Report Card and general system settings.
Define surveys that collect and analyze customer feedback about knowledge document performance.
Manage integration of Knowledge Management into CA Service Desk Manager, including field mapping and request and issue search configuration.