Knowledge Management Dashboard
CSM provides an OOTB Knowledge Management Dashboard to help you manage the KA workflow.
Note: By default, the Knowledge Management Dashboard is available only to members of the Knowledge Team and is stored in the Dashboard Manager>Dashboards>Team>Knowledge Management folder.
The following table describes the items on the Dashboard.
| Item | Description | Widget Type | Widget Name | Widget Uses: |
|---|---|---|---|---|
| New/Draft | Number of New/Draft KAs (Status = New or Draft). | Text Gauge | New Articles | New or Drafted Articles Search Group |
| Submitted | Number of KAs submitted to Knowledge Management Team (Status = Submitted); KA is editable only by Knowledge Management Team (read-only to everyone else). | Text Gauge | Submitted Articles | Submitted Articles Search Group |
| Awaiting my Approval | Number of KAs awaiting my approval (Status = Approval). | Text Gauge | Awaiting My Approval | My KB Approvals Search Group |
| Overdue | Number of KAs awaiting my approval (Status = Approval) that are passed their approval deadline. | Text Gauge | Awaiting My Approval Overdue | My Overdue KA Approvals Search Group |
| Up for Review | Number of KAs up for review in the next month (or selected timeframe). | Text Gauge | Up for Review | Published Articles Search Group, range = filter |
| Customer Comments | Number of Customer comments on the KA (added to a KA in the Portal). | Text Gauge | New Crowdsourcing Comments | New Crowdsourced Comments Search Group |
| Submitted Today | Number of Customer comments submitted today. | Text Gauge | New Crowdsourcing Comments | New Crowdsourced Comments Search Group, range = Today |
| Team Comments | Number of Team comments on the KA (added to a KA in CSM). | Text Gauge | New Team Comments | New Team Comments Search Group |
| Submitted Today | Number of Team comments submitted today. | Text Gauge | New Team Comments | New Team Comments Search Group, range = Today |
| Most Used Articles | Lists the most used KAs (based on Usage Counts). | Button | Action | Most Used Articles Report |
| Most Popular | Lists the most popular KAs, based on Like/Dislike counts. | Button | Action | Most Popular Articles Report |
| Least Popular | Lists the least popular KAs, based on Like/Dislike counts. | Button | Action | Least Popular Articles Report |
| Candidates | Number of KAs in queue to be published, by Status. | Bar Chart | Publish Candidates | Graphs by Status |
| My Articles for Review | Number of KAs owned by me awaiting my review. | Search Results List | My Articles for Review | My Working KB Articles |
| Team Contribution | Number of KAs created by each User. | Bar Chart | Team Member Contributions | Bars represent Created By values |
| Updated Articles | Number of KAs created by each User. | Bar Chart | Updated Knowledge Articles | Bars represent Last Modified Date Time values |