Knowledge

CSM consolidates multiple Knowledge Sources into a single, powerful Knowledge Base so that Users can find relevant information quickly without the use of outside resources. Depending on the configuration of your system, Users might also have access to Knowledge through the Portal so that they can independently solve issues. For example, CSM Knowledge can come from many different Knowledge Sources, including:

• Knowledge Articles (KAs): CSM Business Object dedicated to Knowledge. Use to share identified solutions with Users and Customers. Note that KAs can also be imported from third-party Knowledge providers (ex: KnowledgeBroker).
• Business Object records: Closed Incidents or Problems (Known Errors), or any other appropriate Business Objects.
• Attachments: Imported internal or external documentation.
• Web: Adobe^®, Google^®, Microsoft TechNet^®, Twitter^®, Yahoo!^®, YouTube^®, etc.

In the CSM Desktop Client, Users search for Knowledge using the:

1. Quick Search: Use to search only KAs (or other Business Objects).
2. Knowledge Pane: Use to search all Knowledge Sources. You can search in general or while on a Business Object record (if configured). Searchable Knowledge Sources and searching options vary by Business Object so that the Knowledge Search is always appropriate (controlled by your system administrator through Knowledge Mapping).