What is the difference between Active Knowledge and Core Knowledge?
** From 7.32 and the introduction of Lucene the Active Knowledge and Core Knowledge functionality was made available to was made part of the standard licence **
Comparison between Active Knowledge and Core knowledge
Service Desk is provided with a core component of knowledge behaviour to assist the support analyst in resolving incidents. This document describes and explains the differences between the ServiceDesk core Knowledge behaviour and the fully featured Active Knowledge solution.
Service Desk core knowledge
Summary : This provides Service Desk staff with a dynamic presentation of knowledge whilst logging an incident. This knowledge is obtained from existing incidents, problems and other processes within the Service Desk database. In addition, knowledge articles can be created and submitted into the knowledgebase.
The core knowledge behaviour within Service Desk can be summarised as :-
• Dynamic Searching from an incident
• Ad Hoc Search
• Designable knowledge articles and one configurable knowledge process
• Automatic Knowledge Creation
• Linking Knowledge to Incidents
Service Desk Active Knowledge
Summary : Active Knowledge is a fully featured process-driven knowledge management solution.
ActiveKnowledge allows a Service Desk installation to combine information from both internal and external sources (including a wide range of document types), provide a single consolidated view of external documents no matter what their location, control and restict access to knowledge according to defined domains, learn the effectiveness knowledge articles, report and react to the proven effectiveness, and publish a powerful set of self-service knowledge functions for the business or the customer base through web portal.
The full knowledge management feature set within Active Knowledge can be summarised as :-
• Dynamic Searching from an incident
• Ad Hoc Search
• Designable knowledge articles and configurable knowledge creation processes
• Automatic Knowledge Creation from Incident, Problem and Change activity.
• Linking Knowledge to Incidents
• External Document Indexing : Support for document types .doc, .pdf, .htm. .html, .xls, .ppt, .xml,
• Consolidated document taxonomy / classifications : building and combining a single classification of existing knowledge documents from disparate sources, accessible from any location.
• Search or browse through consolidated document taxonomy tree via smart client or browser.
• Knowledge Domains : Define your own knowledge classification and restricting and partitioning knowledge search and browse results by analyst and customer groups.
• Learned Effectiveness : Learning automatically and manually from knowledge usage, suggesting proven good knowledge above proven bad advice.
• A set of reusable Service Portal components to provide a fully featured knowledge delivery internet or intranet site.
Ask a question : enabling customer involvement in knowledge creation
Search (within defined knowledge domains)
Browse (within taxonmy tree)
Dynamically presented Frequently Used Answers (Most Effective Articles)
My Unanswered Questions
All My Questions