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Knowledge Management Reports

Report name

Business user

Description

Knowledge Management Activity

Service Management process managers, IT Management team

This report gives the user a breakdown of administrative document activities within Knowledge Management, for a given period of time.

Knowledge Management Documents Summary

Service Management process managers, IT Management team

This report gives the user an overview of all knowledge documents broken down by document type.

Knowledge Management: User Demand

Service Management process managers, IT Management team

This report gives the user an overview of knowledge document usage highlighting documents that were viewed and documents that were used as solutions, broken down by source.

Knowledge Management Usage by Department (for SD Interactions)

Service Management process managers, IT Management team

This report gives the user the ability to review, for a determined period, a breakdown by department of closed Service Desk interactions that used a Knowledge Management document for a solution.

Self-Service Knowledge Search History

Service Management process managers, IT Management team

This report gives the user the ability to view the number of Employee Self-Service (ESS) searches for a given time period.

Self-Service Escalated Knowledge Management Search Escalation

Service Management process managers, IT Management team

This report enables the user to view, for a given time period, the number of ESS searches that result in opening interactions.