Knowledge Item Management
Quickly identifying knowledge items (e.g. Known Errors, FAQs,
Workarounds, Quick Fixes and Solutions etc.) and improving first
time fix rates can be difficult and time consuming. This generally
works well if a request is correctly identified
and categorized. However in reality, users will often describe
their request or issue using different terminology.
Innovative MSM functionality enables you to not only quickly
find and manage knowledge items, but also match against 'known as'
definitions, e.g. Email, Mail, MS Outlook, Exchange etc. Measuring
their effectiveness is also quick and easy.
Knowledge items can be categorized as either public or private,
so as to restrict who can see or use them. The process of
publishing knowledge items is controlled by permissions.
Raising permanent solutions as Change requests has never been
Note: for advanced knowledge management, Marval provides an
optional MSM knowledge component.