Use Hot Topic Analytics to create a KM article

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

User Role: Service Desk agents, Incident Manager, Problem Manager

You can create KM articles for interactions, incidents, or problems based on the hot topics automatically suggested by Hot Topic Analytics.

Note You must use the web client instead of the Windows client to view the dynamic topic map in Hot Topic Analytics.

To use Hot Topic Analytics to create a KM article, follow these steps:

Log on to Service Manager from the web client.

Do one of the following to access Hot Topic Analytics:

Click Service Desk > Hot Topic Analytics.
Click Incident Management > Hot Topic Analytics.
Click Problem Management > Hot Topic Analytics.

The Hot Topic Analytics for the specific module is displayed.

View the hot topics suggested by Hot Topic Analytics.

The size of a topic indicates the heat of the topic. The background color of a topic serves to identify the topic.
You can click a hot topic to drill down to the sub-topics.

Note In the out-of-box system, for the Hot Topic Analytics for incidents, the last level of the topic map is the affected service.
The records that belong to a topic are displayed in the list on the right.

If you want to run a custom analysis, enter your keywords, and then click Find Hot Topics.

If you want to further refine the results, click Advanced Filters, specify your filters, and then click Find Hot Topics again. The graphic is refreshed with the filtered results.

Review the categorized records as listed to the right of the graphic to identify the candidates for creating the new KM article. You can click the record ID to view the record detail.

After you identify the candidates, select the check boxes before the record IDs, and then click the Create Article button.

Note For the Hot Topic Analytics for Incidents, make sure that you select Create Change/Article in the Analytics Action drop-down list so that the Create Article button can be displayed above the record list.

Select a document type. The New Knowledge Document form is displayed and the information in your selected records is copied to the new KM record.

Enter information in the mandatory fields (such as Title) and other optional fields if necessary.

Click Submit. The new KM record is created.