KnowlixWeb Help

On the main screen, you will see a drop-down box labeled 'Select Knowledgebase'.  You have 4 options at this time to choose from:

1 - RightAnswers.com Foundation Channels, Ed. 21 which is a canned knowledgebase dealing with various PC applications and hardware issues, e.g.. MS Word.

2 - CAIS HelpDesk KnowledgeBase, which is the one, we are currently populating and will deal with items relating to the CUS SCT Banner project.

3 - CAIS Change Requests, which will be an online listing of all Change Requests submitted by everyone and viewable to all.  This will be strictly for information and will display the Banner Product (i.e.. module), CAIS Update Number, Ship Date (if applicable), Status and the description of the request.

4 - Multiple KnowledgBases, which you can select to search more than one knowledgebase at a time with your query.

You must choose one of the above in order for the program to perform a search.

 

To the right of that box will be another drop-down box labeled 'Product Name (optional)'.  The options available here depend on which knowledgebase you select.  This can help you further narrow down your search if you choose to use it.  Below the two drop-down boxes is another field where you enter your question or keywords to search on. 

TIP: As with any search engine, the more specific your query is the better your results will be. 

Click the GO button to submit your request.  The KnowledgeBase will display a listing of possible matches ranked in order of best (higher number) to worse (lower ranking number.) 

The Preference will allow you to choose the format your search results are displayed in.  You can see a template for each choice by clicking this button.

The Home button takes you to the main page (this page.)

The FAQ & Notes section on the main page are links to additional documents that are currently being developed and will be utilized more in the future.

The (sample) query entered above will yield a page that looks something like this:

The Rank column is also known as the Hit List.  This number is linked to the document in the KnowledgeBase.  No other column in the table is linked.  Relevance is shown with numeric values, with a 100 being the most relevant to your question and so on down the list.

The Partition section is actually taken from the Description Summary field on the Call Ticket within the HelpDesk.

Click on the number to display the item.

This will then display the following information:

 

- The Call Type.  Can be anyone of the various Call Types listed within our HelpDesk, but more often than not, will be of the HelpDesk type.

- Creation Date and Date last modified.  These two fields (basically the date the ticket was created and last edited) will give you “time reference" to help you gauge the solution relevance.

- Priority.  This is the priority that was assigned to the call ticket.  Again, more often than not, this will be Standard (2.)

- Problem.  This is the full call ticket description.  The Summary description is used to populate the first line of the display (and in a larger font) as well as the Table of Contents and the results line.  This field, plus the summary description can give you a good idea of the information within this call ticket and whether it is what you are looking for.

 
- Solution.  This is the solution provided in the HelpDesk brought over in full.

 

The Document buttons will scroll forward and or backwards thru the selected documents.

The Search button will redisplay all the selected documents in (ranked) summary form.  The Results link will also perform the function.

The Request Help button is currently unavailable.

The Table of Contents link will display a list of the selected documents in an unranked format. 

Just click on the Summary Description link to open the document.