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When a request or a problem is resolved, it is good practice to check if a knowledge article for that issue already exists and if not, to create one. This is facilitated in 4me by...
Category: Knowledge Management
4me is a knowledge-centered service management tool. This means that gathering and reusing knowledge lies at the heart of the system. End users are presented with solutions to common issues and specialists are encouraged to...
Since a few months it has been possible for organizations to allow guest users to access their self-service portal. This feature is mainly used by local governments that provide a portal, or retail organizations that...
A subtle but for knowledge management important change has been made to the way knowledge articles are stored within a request. One of the strengths of 4me® is the ease of assigning requests to teams...
When a knowledge article is created from a note within an incident (or RFI), or when an existing knowledge article is applied to an incident using the Apply button next to an article in the...
The Reference feature in the Note fields of requests, workflows, and many other records makes it possible for specialists to include references to other 4me records in their notes. This include knowledge articles. When a...
When a specialist presses the Provide Feedback button of a knowledge article, a Standard Request form opens for submitting feedback. The rule that determines which team is selected in the ‘Assignment’ section of this RFC...
It is now possible to look up and update knowledge articles with automation rules. This can be useful in many scenarios. For example, for selecting relevant knowledge articles based on related services and keywords, and...
When the knowledge articles from a service provider are shared with the covered specialists of trusted accounts, these specialists are immediately provided with vital knowledge that can make a difference in doing their own work...
To give knowledge managers and other users more insight into who performed the latest update to a knowledge article, the Updated by column is now available for the ‘Knowledge Articles’ views via the ‘Customize Columns’...
It is now possible to set and update the Created by field of knowledge articles using the import functionality of 4me. This can be important for organizations that want to migrate their knowledge base from...
It is not uncommon for a knowledge article to refer to a document in which more information can be found. In such cases, the expectation has always been that the creator of the article would...
Many people have asked for the ability to create tables in knowledge articles. This is now possible. In fact, tables can be inserted in all rich text fields, including the Note fields. To insert a...
For several years already, organizations have been able to add a useful widget called most_viewed_knowledge_articles to the homepage of their self-service portal. This widget has been improved slightly to ensure that, if the person accessing...
The filter 'Knowledge article' has been added to the following two reports to make it possible to track the feedback received on a specific knowledge article over time: Negative Feedback on Knowledge Articles Positive Feedback...
The filter 'Keywords' can now be applied to the views and reports of request templates, knowledge articles and services. This makes it possible to exclude all the records that do not include a specific word...
The report ‘Knowledge Article Link Rate’ has been available for quite a while already. It used to track the number of completed requests that, at the time of completion, were linked to a knowledge article....
Knowledge articles are often created from completed requests. More specifically, these knowledge articles are created from the note that contains the request’s solution information, see Introducing Knowledge Management. In the past, when a knowledge article...
When 4me offers a knowledge article to a specialist, and this article has not yet been validated, the 'Not Validated' warning is now displayed. This happens in the search results when they contain knowledge articles...
4me already made it possible to generate a short URL for a request template, knowledge article, configuration item, as well as many other types of information like phone numbers, maps, SMS messages, etc. These short...
When finalizing the conversion of the graphs that were available in the 'KPIs' section of the Analytics console, customers noticed that there were four that were not yet available in the 'Reports' section. These reports...
A new knowledge management feature has been released. This new feature makes it possible to ensure that a knowledge article will no longer be available from a certain date. This can be useful, for example,...
A new knowledge management report has been added to the 'Reports' section of the Analytics console. This report can be used by support organizations to see how actively knowledge articles are being added and maintained...
Henceforth, knowledge articles can also be translated in the 'Translations' section of the Settings console. This makes it possible for a translator to quickly go through all missing translations for a specific language, including the...
The ‘Knowledge manager’ filter has been added to the knowledge article views and reports. This new filter makes it possible to limit these views and reports to knowledge articles that are related to a service...
Imagine a situation where a large enterprise has a shared service center that supports the IT departments that are located in the countries in which the enterprise operates. The shared service center may, for example,...
We have heard from 4me customers that they are using their self-service portal to share Coronavirus (COVID-19) information with their organization's employees. That is an excellent use of their enterprise service management solution. HR teams...
A few basic knowledge management reports have been added to help organizations manage their knowledge articles. The five new reports are: Knowledge Articles Knowledge Articles by Service Knowledge Articles by Status Registered Knowledge Articles Registered...
One of the results from the customer advisory board (CAB) meeting last month was that more knowledge management reports are needed. The report that most people asked for has now been delivered. It can be...
The knowledge article views in the Records console can now be filtered by several extra filters. These include the four visibility options that were recently added (i.e. Internal specialists, Covered specialists, Key contacts and End...
The views that list a support organization's knowledge articles now have two additional columns to show when an article was originally created and when it was last updated. These columns have the headers: Created Updated...
Many people have been looking forward to see how 4me's development team would incorporate native chatbot functionality in the 4me service. Today, everyone can see how the 4me's service-oriented data structure and tightly integrated KCS-based...
Normally, a knowledge article offers helpful instructions for all people who rely on the service for which the article was written, regardless of the instance that people use of this service. That is because each...
The status options that can be selected for a knowledge article have been improved to better align with the Knowledge-Centered Service (KCS) methodology.Continue reading
When a specialist opens a request in Edit mode, the Service Hierarchy Browser (SHB) automatically opens to the right of the request. The SHB now has an additional section for knowledge articles. The knowledge articles...
When the knowledge articles are accessed in the Records console of 4me, there are a few views available. One of these used to be called: 'My Knowledge Articles'. The name of this view seemed to...
Last week the Reference option was added to the Note fields to make it possible to reference requests, problems, releases, changes, change tasks, projects, and project tasks. Now it is also possible to reference knowledge...
When someone performs a search is Self Service, the search looks through all the records that this person has access to in Self Service. That means that the search results may include this person’s requests,...
People may have already noticed that the attachment file size limit has increased significantly. In the past the maximum size of an attachment, including videos and files in the Media Library was 20 MB. This...
A significant performance enhancement has been deployed to ensure that specialists can look up knowledge articles faster after they press the Apply Knowledge button (i.e. the little owl icon) in the Note field of a...
When organizations are designing their Self Service homepage, there are a number of handy widgets available for adding content. Now, by popular demand, several more of these widgets have been added. Continue reading
The ability to create a knowledge article from a problem has been extended. Now it is possible to create a new knowledge article from an existing problem, even when a workaround has not yet been...
When problem managers review an open problem, they can look at the number of requests that are linked to the problem to get an idea of how often people are affected by it. But when...
More work has been done to further tighten the integration between the Incident Management, Knowledge Management and Problem Management processes. Now, when a knowledge article is applied to a request and this article is linked...
Last week, the ability to create a problem from a knowledge article was introduced. Now specialists can also go the other way, using a new feature that makes it easy to prepare a knowledge article...
The Knowledge-Centered Service (KCS) methodology has provided the breakthrough that companies needed to make Knowledge Management practical and useful. 4me offers a comprehensive set of features to support their KCS implementation. When they start adding...
After an end user has selected a service in Self Service, a list of the available request templates (or standard requests) for that service is suggested. The same screen now also offers the public knowledge...
It is now possible search on behalf of someone else using the Search API. You can use the on_behalf_of parameter to specify the person you are searching for. Continue reading
Sometimes a new knowledge article needs to be prepared that is very similar to an existing one. If the existing article has already been translated and keywords have been added, being able to duplicate this...
In the Service Desk console, the service desk analysts were already able to open a knowledge article from the list of search results in a separate browser tab. This is done by performing a Ctrl...
The Specialist role is no longer able to edit all knowledge articles. Only the articles with the status 'New' can be still be updated by specialists. If a specialist needs to be able to modify...
Many customers have asked for the possibility to add keywords to knowledge articles to help their users find articles using search phrases that are not included in the service name, subject, description or instructions of...
Many people have asked for the possibility to add a video to a knowledge article, a task template, or a request. A short video can be very helpful when providing instructions or showing the effects...
When you go to the Settings console, you will find a new section called ‘Media Library’. Continue reading
The view that opens on the left side of the screen when you access 4me’s Inbox or Records console can now be filtered more quickly. That is because, by default, the cursor is already placed...
Most users of 4me already know that they can go to the Analytics console to access the 'KPIs' section. There they can select a process to review a set of KPIs that can be used...
4me now keeps track of the number of times each knowledge article is opened in 4me Self Service and the 4me App. This data is used to produce the 'Knowledge Article Self Service Usage' report,...
Support organizations that publish knowledge in 4me are now able to give their end-users the ability to provide feedback. The administrator of an organization's 4me account can activate this new feature, by checking the 'Allow...
The developers among you will be pleased to hear that the capabilities of 4me's REST API have been extended with a few more Knowledge Management features. Continue reading
Yet another report has been added to the 'Reports' section of the Analytics console. This one is called 'Applied Knowledge Articles'. Shows the articles that have been applied to a request the greatest number of...
The status of each knowledge article is now visible in the search results for service desk analysts and specialists. This makes it easier to spot ’New’ articles. Continue reading
When you go to the 'Reports' section of the Analytics console, you will see that the report 'Knowledge Article Link Rate' has been added. Continue reading
You were already able to use 4me to generate short URLs and corresponding QR codes for configuration items and request templates. Now you can do this for knowledge articles as well. Continue reading
The knowledge management functionality in 4me includes an advanced feature for service desks that provide support in multiple languages. This feature makes use of the ability to translate knowledge articles. Any specialist or service desk...
Like the KCS (Knowledge-Centered Service) methodology, we have worked hard to make knowledge management as simple as possible. For the specialists it should be so easy and quick to add knowledge that they will do...
