Analyst
- 26 Jun 2024
- 2 Minutes to read
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Analyst
- Updated on 26 Jun 2024
- 2 Minutes to read
- Print
- PDF
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Create knowledge records and power progress!
A knowledge record is a documented repository of insights, information, experiences, and solutions. It's a valuable resource that captures the wisdom gained from countless hours of research, problem-solving, and hands-on experience. Whether you are part of an IT support team, a content creator, an educator, or anyone engaged in a field of expertise, creating new knowledge records can have a profound impact.
Creating new knowledge records is not just a task; it's a commitment to continuous learning, growth, and the advancement of knowledge.
User Persona: Analyst
Let's explore the following use case.
Use-Case User Persona: Analyst | Solution |
| NovaTech Consulting Services is a large IT company. They provide a wide range of IT services to clients around the world. It has a dedicated ITSM team responsible for handling customer support tickets and resolving technical issues. They are faced with multiple tickets for a network outage. The IT team wants to document the steps to resolve the issue in a common document so that end users and clients can access the same. | To address the issue, IT Analyst can create a new knowledge record. In the created knowledge record, the detailed troubleshooting steps can be documented. The knowledge record can be made public and accessible to end users and clients. For example, a new knowledge record is created for network outages. The parameters of the knowledge record are selected: Classification: Troubleshooting Category: Network Topic: Steps to troubleshoot the network outage Steps to follow:
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Analyst Dashboard
Analyst dashboard is available for the analysts to view and manage the knowledge records.
To access the Analyst Dashboard, perform the following steps:
- Navigate to App Portal > Service Management.
Figure: Service Management - The Analyst Dashboard is displayed. The Analyst portal provides quick access to log Incidents, SRs, PRs, search for PRs, SRs, Incidents and Knowledge Articles.
Figure: Analyst dashboard - Search Problems, Incidents, SRs, and Knowledge Articles by typing in the keywords in the search bar. The search bar features all the results displayed in a dropdown beneath it as you type keywords, offering instant feedback and intuitive navigation. This streamlines the search process, enabling you to refine your queries efficiently without needing to submit them fully.
Figure: Search - Navigate to Knowledge on the left panel. Click Manage Knowledge Records.
Figure: Manage knowledge records - The knowledge record list page is displayed.
Figure: KR list page
Figure: Service Management
Figure: Analyst dashboard
Figure: Search
Figure: Manage knowledge records
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