Knowledge Management

Source: This article refers to Knowledge Management

In a Nutshell

The Knowledge Management module is a dynamic checklist designer and management tool used to create documentation and guidelines for service execution. It provides a robust, flexible design interface in which designers can assemble checklists to suit any scenario, and an intuitive library management interface with which to manage templates.

Checklists provide a script for service execution. With the Knowledge Management module, you can ensure that your employees have the right script for the right scenario. The Knowledge Management module is built for efficiency. You can copy templates to make adjustments for a new scenario, re-utilize elements created in other checklists in new checklists, and quickly change status of checklists so that you and your employees are using the most up-to-date checklists available. 

A Closer Look

Visual Glossary

Template Manager

As the template resource base continues to grow, it will become more important to have the tools necessary to manage them. This is where the template management interface becomes so useful. With it, users can quickly search and filter templates, select templates for editing, make copies of existing templates, and even import templates from another source.

Best of all, Knowledge Management supports tabbing, so users can quickly toggle between templates.

The Template Manager screen displays the following:

Field Name Description
Template Name The Name of the template.
Description The template description.
Language The original language of the template.
Version The current template version. This number will automatically update when a template has been modified.
State The current state of the template. Options include: Editing; Translation; Released; Archived. For more information on checklist template statuses, refer to the Checklist Statuses section below.
Created By The account ID of the template creator.
Last Updated The date on which the template was last updated.

Template Designer

Built using HTML5 for speed and performance, Knowledge Management allows users to create and manage forms using an intuitive drag-and-drop tool. Users can select and order the following element types to create checklists that optimize service performance, improve measurability, and increase customer delight:

Element Name Description
Subchapter Subchapters become very useful for complex or lengthy scenarios.
Label Can be used to organize and define sections.
Table A powerful table element. Users can include any element type to align with business requirements and customer needs.
Drop-down menu Create and define a drop-down menu.
Number Input A field for numerical entries.
Attachment To add attachments such as images and other files.
Attachment Picker A more powerful attachment element.
Calculation Allows users to run a pre-defined calculation.
Checkbox Keeps the checklists moving from start to finish.
Picker a scenario-based drop-down menu.
Series like a template within a template. The Series element allows users to combine all elements together to guide specific scenarios or actions that may occur.
Status A user-defined status field. This can be very useful for follow-up activities.
Signature An essential component of every checklist.

Note: For more information on checklist elements, please refer to the following topic.

Knowledge Management Settings

The Knowledge Management module incldues three configurations to change the information displayed in the Checklist Designer interface.

Configuration Description
Show Element IDs By selecting this configuration, the application will display the element ID (example: unique_chapter_1).
Chapter Auto-numbering By selecting this configuration, the application will automatically order checklist elements.
Enable Save on Demand This setting disables the default "auto-save" settings. When this setting is enabled, you will need to manually click save to save changes to checklist templates. This can improve performance for larger checklist templates.
Enable Report View Feature ATTENTION: This feature is currently only available for iOS.

This feature enables you to view and design template reports by selecting checklist elements and laying them over available fields. iOS users would then be able to enter/complete checklists using the same PDF Report View, making for an intutive checklist experience.
Always increment clipboard element IDs with default naming When it is selected the numerical ID of an element in increased when dragging the element from the clipboard to the checklist template, e.g. if there is a number element on the clipboard with id "numberinput3" the id on the checklist will be automatically changed to "numberinput4".

Additionally, this helps you when you have a specific element stored in the clipboard that you want to use in different checklist templates and want to make sure the ID remains uniqure.

Checklist Statuses

The following statuses are available for checklists in the Knowledge Management app:

In order to create or make changes to a new or existing template, it must be in Editing status. When you wish to make changes to a checklist template, select the editing status from the status pane above.
Checklists can be exported in XML format in order to be translated. Checklist templates that are being translated will have a Translation status.
Checklist templates with Releasd status can be assigned to an activity in Workforce Management app and used in the mobile app.
Checklists templates that are no longer in use can be changed to Archived status. Templates with archived status can then be changed back to editing or released if desired..

Checklist Unique Identifiers

Each checklist record has the following unique identifiers:

ID Description
Category The Category associated with the checklist.
Name The name of the checklist.
Revision Any time changes are made to a checklist, the application will automatically assign a new revision number to the checklist template.
Version The current version of the checklist. Any time a checklist template is copied, the application will automatically asign the copied checklist template a new version.

Checklist Template Labels

When creating or editing a checklist, you can select or create labels with which to associate the checklist template.

These labels can then be used to filter checklists:

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