Words and Phrases
Search, view and utilize knowledge document (ST 7.2)
The Knowledge Base is the central repository of the Knowledge Management system. Service Manager provides powerful search and retrieval functionality for accessing, retrieving, and displaying knowledge documents. Searches can be performed using filters, and even Boolean searches are allowed.
Each type of knowledgebases has different fields that are indexed for searching, so specific search parameters that match the fields in the knowledgebase must be provided. For example, the knowledge articles have a title and author field. When you view an Incident record, the out-of-box system displays the Incident number, description, and solution for closed incident records.
Related topics
Knowledge Management workflows and tasks
Processes and Best Practices
