IT Knowledge Manager Dashboard
CSM provides an IT Knowledge Manager dashboard to help manage the Knowledge Article (KA) workflow.
By default, the IT Knowledge Manager dashboard is available to members of the Knowledge teams to help them manage the KA workflow. This dashboard is in the Dashboard Manager in the folder as Knowledge IT.
The following table describes the items on the dashboard.
| Widget Display Name | Description | Widget Type | Widget Name | Widget Uses: |
|---|---|---|---|---|
| Articles used as Solutions in Portal | Number of KAs used as solutions on the CSM Portal (Status = Published). | Text Gauge | Articles used as solutions in CSM Portal | Custom Query:
Knowledge Articles where all of the following are true: Knowledge Article status equals Published and Knowledge Article. Knowledge Portal Usage Count is greater than 0 |
| Articles used as Solutions | Number of KAs used as solutions (Status = Published). | Text Gauge | Articles used as solutions | Custom Query:
Knowledge Articles where all of the following are true: Knowledge Article.Status equals Published and Knowledge Article.Knowledge Usage Count is greater than 0 |
| Articles with Likes | Number of KAs with one or more Likes (Status = Published). | Text Gauge | IT Articles With Likes | Custom Query:
Knowledge Articles where all of the following are true: Knowledge Article.Status equals Published and Knowledge Article.Like Count is greater than 0 |
| Articles with Dislikes | Number of KAs with one or more Dislikes (Status = Published). | Text Gauge | IT Articles With Dislikes | Custom Query:
Knowledge Articles where all of the following are true: Knowledge Article.Status equals Published and Knowledge Article.Dislike Count is greater than 0 |
| Published IT Knowledge Articles | List of published KAs in descending order using the Knowledge Manager grid (Status = Published). | Search Results List | Published IT Articles | Stored Query: Published Articles
Knowledge Articles where all of the following are true: Knowledge Article.Status equals Published |
| Unpublished IT Knowledge Articles | List of unpublished KAs in descending order using the Knowledge dashboard grid. | Search Results List | Unpublished IT Articles | Stored Query: Unpublished IT Articles
Knowledge Articles where all of the following are true: Knowledge Article.Status is not equal to Published and Knowledge Article.Status is not equal to Retired and Knowledge Article.Status is not equal to Rejected |
| IT Articles Ready for Review | List of published KAs in descending order using the Knowledge for Review grid with a review date less than or equal to two weeks from current day (Status = Published). | Search Results List | IT Articles Ready for Review | Custom Query:
Knowledge Articles where all of the following are true: Knowledge Article Status equals Published and Knowledge Article review date is less than or equal to Two weeks from Today expression |
| Unpublished IT Knowledge By Status | Doughnut chart of the number of unpublished KAs displayed by color with size of slices based on the number of records per status that DOES NOT equal Published, Retired, or Rejected. | Chart | Unpublished IT Knowledge by Status | Stored Query: Unpublished IT Articles
Knowledge Articles where all of the following are true: Knowledge Article.Status is not equal to Published and Knowledge Article.Status is not equal to Retired and Knowledge Article.Status is not equal to Rejected |