A knowledge document is the sole content inside a knowledge collection. It represents either an article, FAQ, alert or uploaded file from a Knowledge Management site.
Unlike most content, knowledge documents are not authored or managed inside of the community. They are maintained in a Verint Knowledge Management site and copied over to the community at regular intervals and displayed depending on how their parent knowledge collections are configured. When these are brought over and displayed they do take advantage of community functionality that further enhances the self service experience.
Some of the community features knowledge documents gain when shown in the community are:
- Views (This is the internal community views. Views are communicated back to the host system as well. It should never be assumed that the views in Knowledge Management should be the same as community as they are tracked independently)
Currently this information is maintained in the community and not communicated back to the Knowledge Management system with the exception of a view.
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Users have the option to provide feedback on whether or not the content of the article was valuable or helpful to them. They can choose 'yes', in which case they will be added to the tally of users who agree(which is displayed next to the yes/no buttons), or they can select no and be prompted to provide additional feedback. When they provide additional feedback that feedback is transmitted back the host Knowledge Management system for further review.
These tags should not be confused with community tags. These tags are specific to and stored in the host Knowledge Management system. When viewing a document, its tags will be displayed inline at the bottom of the document if the collection has a specified navigation root. This list is also filtered by that navigation root to only show tags that can be selected in the left navigation. A document can have many more tags in the host system than displayed here, or have different tags displayed depending on how that navigation root is configured.
The feature discussed in this article is only available in Telligent Community 10.2 and higher. It also requires that you are running a licensed version of Verint Knowledge Management Pro or Enterprise v15.3 or higher and OpenAM as the Knowledge Management API authentication provider.