The Knowledge Bank Explorer

The Knowledge Bank explorer appears on the left-hand side of Knowledge Entry Details window while you are in edit mode. It contains options or links to other windows and functionality that relate to the current entry.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

  2. Select the explorer option you want to use.

    3. Some of the options may be orange, with a square dot to their left. This indicates that they are already active. Some may be grayed out, indicating that they are unavailable. Read about the individual explorer options using the links below to find out more.

    The Entry group contains the following options:
    History to view the knowledge entry’s history, such as, who created it, who updated it, and whether the entry was moderated
    Feedback to analyze the rating and comments left by readers, and determine the relevance and/or usefulness of the information provided by the entry
    Preview to preview the knowledge entry as it would be displayed when opened from the Knowledge Search window
    Email to forward knowledge entries by email to Users who may not have access to ASM Core or the Knowledge Bank
    Partitions to specify the partitions in which the current knowledge entry will be available

    The Data group contains the following options:
    Keywords to add or remove keywords for the knowledge entry. Enables this entry to be found in a Knowledge Search based on the keyword. Keywords are configured in the Text Retrieval section of System Administration.
    Context to view a list of all the calls linked to the current knowledge entry
    Audit to view an audit trail of the changes made to the knowledge entry

    The Attachments group contains the following options:
    Object to attach files to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search, and Portal if Visible in Self Service Portal is selected when attaching the file.
    Related Entries to link similar knowledge entries. These appear as links in the entry when viewed from the Knowledge Search and Portal if the linked entry has a moderated and/or published Status.
    Calls to link calls to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search.
    URLs to link relevant websites to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search and Portal.

History - Knowledge Explorer Option

You can use the History explorer option to view the entry’s history, including who created it, updated it, any objects uploaded, and whether the entry was moderated. History is not displayed for linked URLs, keywords added or other changes.

Before you start

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

The knowledge entry must be saved to use the Explorer options.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

  2. In the Explorer pane, expand Entry, then select History to display the Knowledge History window.
  3. View the details, scrolling down if necessary. By default, the history displays the following actions on a knowledge entry in chronological order:
    • When the entry was created and the name of the creating Analyst
    • When it was saved
    • When the article was published
    • Minor updates. The individual responsible for the update does not become a contributor
    • Major updates, in which the individual responsible for the update becomes a contributor
    • Objects attached to the knowledge entry
    • Calls linked to the entry
    • Related entries

    4. The following options are also available from this window:

    Reverse the order in which the details are displayed. The direction of the arrow on the button changes to indicate that you can view the events in ascending/descending order.

    When you open the Knowledge History window first, a summary of all the actions appears. Select this button to expand all the entries.

    If you navigate out of this window, ASM Core will remember this setting and when you view the history for this entry again, it will display the history entries in an expanded format.

    To expand a particular item, select the arrow to its left . This action will not be remembered.

    To display all of the entries in summary view.

    To expand a particular item, select the arrow to its left .

    To view the feedback received since the entry was created

    To hide the feedback received since the entry was created

  4. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Feedback - Knowledge Explorer Option

Feedback enables you to analyze the rating and comments left by readers, and determine the relevance and/or usefulness of the information provided by the entry. You can view feedback for the current knowledge entry, including the ratings assigned to the entry by other Analysts or Users who have read the knowledge entry.

Before you start

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

The knowledge entry must be saved to use the Explorer options.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

  2. Locate the Feedbackexplorer option. If there is feedback already already on to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the explorer option. The following information appears. (You may like to adjust the column widths to see all of the columns.)

    4. Date Date on which the feedback was submitted
    Source The source used to provide the feedback, including email, ASM Core, Portal, etc
    Respondent Name of the Analyst or User who provided the feedback
    Rating The rating provided on the entry
    Score The corresponding score for the rating assigned
    Comments Any comments the respondent has provided about the entry

  4. To view a comment in more detail, select it and then select . The details are displayed in the Feedback Comments window.
  5. Select OK to close it when you have finished reading the feedback. You can print the feedback from this window by selecting .
  6. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Preview - Knowledge Explorer Option

You can preview the knowledge entry as it would be displayed when opened from the Knowledge Search window.

Before you start

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

The knowledge entry must be saved to use the Explorer options.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Entry group and expand it if necessary.

  2. Select the Preview explorer option.
  3. The entry appears on the Knowledge Entry Preview window.
  4. You can print the entry from this window by selecting .
  5. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Email - Knowledge Explorer Option

You can use this option for forwarding knowledge entries by email to Users who may not have access to ASM Core or the Knowledge Bank.

Before you start

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

The knowledge entry must be saved to use the Explorer options.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Entry group and expand it if necessary.

  2. Select the Emailexplorer option.
  3. The Send Email window appears. Complete the details.

    4. The recipients must hold email addresses on the ASM System.

  4. You can format and edit the details as you wish, adding attachments and images as necessary.
  5. Select Send to send the email.
  6. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Partitions - Knowledge Explorer Option

You can use this option if you have access to more than one partition and you want to specify the partitions in which the current knowledge entry will be available.

All knowledge entries must be available to at least one partition.

Before you start

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

You must have access to all of the partitions you wish to give access to the knowledge entry.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Entry group and expand it if necessary.

  2. Select Partitions. A browse table appears, with all available partitions listed, and a Selected column indicating which partitions will have access to the knowledge entry. (You may like to adjust the column widths to see all of the columns.)
  3. In the Selected column, click to select/deselect the checkboxes to indicate which partitions you want to have access to the knowledge entry. A tick appears in the selected boxes.

    4. If you cannot select the boxes, select the button to ensure you are in Edit mode.

  4. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Keywords - Knowledge Explorer Option

You can use the Keywords Explorer option to add keywords for the current knowledge entry. Enables this entry to be found in a Knowledge Search based on the keyword. When you perform a search based on text, and the text specified is a keyword, it will rank higher and increase the chance of finding the text in a knowledge entry.

Before you start

Keywords must first be defined in the Text Retrieval window.

To display the Knowledge Entry Details window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Data group and expand it if necessary.

  2. Locate the Keywords explorer option. If there are already keywords linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. A browse table with all keywords currently associated with the knowledge entry appears.

Linking a Keyword

  1. Select .
  2. The Select Keyword window appears, listing all of the available keywords in alphabetical order. Scroll down if necessary to locate the one you want, and then click to select it.

    3. If you want to select a group of keywords, select the first one, hold down the Shift key, and then select the last one in the group. All of the interim words will also be selected. If you want to select several words that are not listed together, select the first, then hold down the Ctrl key and click on each of the others in turn. As you select a word, it will be highlighted.

  3. When you have selected the word(s) you want to have as keywords, select OK. The keywords you selected are displayed in the browse table on the Keywords window.
  4. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Unlinking a Keyword

If a keyword has been linked incorrectly, or no longer applies, you can unlink it.

  1. Select the keyword you want to unlink, and then select .

    2. If you want to select a group of keywords, select the first one, hold down the Shift key, and then select the last one in the group. All of the interim words will also be selected. If you want to select several words that are not listed together, select the first, then hold down the Ctrl key and click on each of the others in turn. As you select a word, it will be highlighted.

  2. The keyword is no longer displayed in the browse table.
  3. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Context - Knowledge Explorer Option

You can use the Context Explorer option to view the calls that have been linked to the knowledge entry via the Knowledge Search Explorer option in the Call Details window, or the Calls explorer option in the Knowledge Details window.

Before you start

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Data group and expand it if necessary.

  2. Locate the Context explorer option. If there are already calls linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. The Context window appears where all linked calls are displayed in a browse table, showing the call number and description.
  4. Select the call that you want to view.
  5. Select in the toolbar to display the Call Details window.
  6. When you have finished reviewing the details, close the Call Details window to go back to the Context window.
  7. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.
  8. If you want to unlink a call, or link further calls, use the Calls Explorer option.

Audit - Knowledge Explorer Option

You can use the Audit Explorer option on the Knowledge Entry Details window to view an audit trail of the changes made to the knowledge entry.

Before you start

This option is only available once the entry has been saved and re-opened.

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

Audit Knowledge must be selected in the Knowledge Bank Settings.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Data group and expand it if necessary.

  2. Select the Audit option. The Knowledge Audit Trail window appears, listing the time of the action, the Analyst who carried it out and details of the action. (You may like to adjust the column widths to see all of the columns.) Scroll down to see all of the details if necessary.
  3. You can print the details from this window by selecting the button if you wish.
  4. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Object - Knowledge Explorer Option

You can attach files and upload images to knowledge entries. You can also update existing attachments. These appear as links in the entry when viewed from a Knowledge Search in ASM Core, and also the Self Service Portal if Visible in Self Service Portal is selected when attaching the file.

Before you start

This option is only available once the entry has been saved and re-opened.

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

To view, update, and delete objects on a knowledge entry you must have Object View, Object Update, Object Delete, respectively, selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Attachments group and expand it if necessary.

  2. Locate the Object explorer option. If there are already objects linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. In the Attach Object to Knowledge Entry window, upload the object or image, or update the attached object.
  4. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Related Entries - Knowledge Explorer Option

You can link similar knowledge entries using the Related Entries Explorer option. These appear as links in the entry when viewed from the Knowledge Search in ASM Core, and in the Self Service Portal if the linked entry has a moderated and/or published Status.

Before you start

This option is only available once the entry has been saved and re-opened.

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Attachments group and expand it if necessary.

  2. Locate the Related Entries explorer option. If there are already entries linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. The Related Entries window appears, with a browse table of entries that are already linked to the current entry.

Viewing Related Knowledge Entries

  1. To view the details of a linked entry, select it and the select .
  2. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Linking Related Knowledge Entries

  1. Select to activate the Search button .
  2. Select to search for the entry or entries you want to link. The Knowledge Search window appears, with the profile and call type of the original entry already selected as the search criteria. You may need to edit these to display all of the possible entries you wish to link. You can select Clear Form at the bottom of the Knowledge Search Criteria pane to delete all of the search criteria if you wish.
  3. When you are finished, select Search.
  4. From the Results pane, identify the entry you want to link, and select . The linked entry appears in the browse table.

Unlinking a Related Entry

  1. Select to activate the Unlink Entries button .
  2. To unlink a linked entry, select it and then select . The related entry will no longer be displayed on this window.

Calls Explorer Option - Knowledge

You can use the Calls option on the Knowledge Explorer to link calls to the knowledge entry. These appear as links in the entry when viewed from the Knowledge Search.

Knowledge entries can be linked to calls from the Call Details window. These can be viewed using the Context Explorer option.

Before you start

This option is only available once the entry has been saved and re-opened.

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Attachments group and expand it if necessary.

  2. Locate the Calls explorer option. If there are already calls linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. The Linked Calls window appears, with a browse table listing calls that are currently linked to the knowledge entry.
  4. Select the button.

    5. You may need to select to activate it.

  5. The Call Search window appears, with a browse table listing all open calls. If necessary, select the required search criteria, and select Search.
  6. From the Results pane, select the call or calls you want to link. 

    7. You can select a single call by double-clicking on it. To select a number of calls that are adjacent to each other, select the first call, then hold down the Shift key and select the last call in the group. To select calls that are not adjacent to each other, select the first call, then hold down the Ctrl key and select each of the other calls you want to link.

  1. Select . The linked calls are displayed in a browse table in the Linked Calls window. From this window, you can select any of the following:

    		2.

    To review the call. If the call belongs to you, you can work on it as soon as you open it. Otherwise, it opens in Review mode.

    To search for and link more calls

    To unlink selected call(s)

  2. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

URLs Explorer Option - Knowledge

You can use the URLs explorer option to link relevant websites to the knowledge entry on screen. These websites may contain information that is relevant to or adds value to the information in the current entry.

Before you start

This option is only available once the entry has been saved and re-opened.

To display the Knowledge EntryDetails window, you must have Author or Editor (or both) selected in the Options tab of your Knowledge Management Security Role.

  1. ClosedDisplay the entry details window, if it is not already on screen.

    Search for the entry using the knowledge admin search, or the standard knowledge search and then select the Review Knowledge Entry button on the toolbar.

    Ensuring the Main tab is uppermost in the Explorer pane, locate the Attachments group and expand it if necessary.

  2. Locate the URLs explorer option. If there are already websites linked to the knowledge entry, this will be orange, with a small dot to its left.
  3. Select the option. The Linked URLs window appears, with a browse table listing all of the websites currently linked to the knowledge entry.

Viewing Linked URLs

  1. To view the website, select .
  2. Close the browser when you are finished viewing the linked website.
  3. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.

Linking URLs to a Knowledge Entry

  1. Select .
  2. In the blank row, complete the details. (You may like to adjust the column widths to see all of the columns.)

    3. Title A name to identify the website you want to link
    URL The URL address, in the format “http:\\<website URL>\”, for example

  3. Preview the link by selecting .
  4. Having checked that the link works properly, close the internet browser.

Unlinking a URL from a Knowledge Entry

  1. Select the URL you want to delete, and select . The entry disappears from the list. If this is the only linked URL, the dot disappears from beside the URLs explorer option, and when you click away, you will see that the text is no longer orange.
  2. Select from the toolbar or Return To Main at the top of the Explorer pane to return to the Details window.