The Knowledge Bank is a repository of useful and relevant useful units of information that have been accumulated through learning and experience.
The six main types of knowledge articles that you can search for are:
Abstracts are descriptions of some task or process usually in written form.
This is also known as Frequently Asked Questions. FAQ’s can provide answers or solutions to common problems. FAQ’s are provided in a question and answer format.
Calls can also be referred to as Incidents. Some calls or Incidents have been nominated for inclusion in the Knowledge Bank. They can be used as examples of how to solve similar problems in future selections.
Known Issues are recurring problems that has been identified with a solution or workaround details.
Files refer to a defined network folder or physical directory that contains documents or other knowledge resources.
You can search for websites that may have relevant information that can be useful for diagnosing problems or providing useful knowledge.
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