Details of Knowledge Generation view
This topic describes the functional details of the Knowledge Generation page.
Search:
The system will allow users to search for 'Knowledge Clusters' or 'Knowledge Documents' (both have the similar names). Users can input the desired knowledge cluster or document name to retrieve relevant results. If no search result found display the message under ‘Knowledge Document section’ stating - ‘No results found’
Job Run Drop down Filter option:
This option should be enabled by default with the latest job run. It has the list of last job runs that are executed. Users will have an option to choose the job run and the corresponding clusters should get displayed in the ‘Knowledge Generation’ tab. Format should be in Date followed with time.
By default, this option is selected with the latest run date/time details.
IMPORTANT: You need to perform a browser or Job Filter refresh to see the latest job run in the filter.
Filter options: Users can click on the "+" icon and add the following two fields
Job Run on: This shows the list of jobs that have run so far in the particular application.
Similar Documents: This is a drop-down menu displaying options for Yes and No:
Yes filters the documents that have similarity found.
No filters the documents that have no similarity found.
Published:
This will display the list of items in an External source knowledge repository where you uploaded the documents via the job run examples for ‘ServieNow’, ‘Salesforce’ and others, with ‘Aisera’ option.
Template:
This is a drop down menu displaying two options:
Default:
Generated by the Aisera platform (shown below)
KCS: Knowledge-Centered Service (v6) Standard
Knowledge Clusters:
The bar graph displays the clusters in descending order. Each cluster represents a distinct set of similar Ticket pools.
When you click on the cluster the Representative Knowledge Document associated with that cluster gets filtered under the table column, to keep it consistent with other pages. Choose one of the various data visualization options as shown below along with a download option.
Knowledge Document cluster records:
These records appear in a table column with the following fields.
Knowledge Cluster: Which holds the knowledge cluster name
Knowledge Cluster Representatives: This column contains the Knowledge Cluster Representative document generated for the specific cluster. Users can click on the Knowledge Document to be redirected to its corresponding Knowledge Details page, where they can view the generated document.
Tickets: This column displays the count of tickets per cluster, representing groups of tickets related to similar issues.
Similar Documents: This column contains the similar documents found for the specific cluster representatives.
Yes: Indicates that the cluster representative has similar documents among the committed (alias live) documents available for downstream consumption. These documents will be auto-approved and auto-committed automatically when no duplicates are found.
No: Indicates that the cluster representative has no similar documents. These documents will also be auto-approved and auto-committed automatically when no duplicates are found. They will be available for downstream consumption.
For documents with duplicates, you need to review them and then either Publish to SOR, Publish to Aisera or delete delete them if you think the generated document is a duplicate or already exists in your system.
To Publish or Delete:
Click on Yes.
The system will take you to the screen below, where you can view the generated cluster representative on the left panel and similar documents found in the right panel.
You have the ability to select similar documents found from the dropdown menu to compare with the cluster representative.
If a document is found to be similar, you can delete it by clicking on the Delete button. This action removes the generated cluster representative from the Knowledge Cluster page.
If you believe that a document is not similar, you can either publish the document to Aisera (for immediate fulfillment consideration) or publish it to your external management system for further review.
Template: It will display the Template of the Recommended document.
Published: It will display where the document has been uploaded, for example ‘ServiceNow’ or ‘Aisera’.
Date: It holds the Date & Time of the cluster when it has been extracted.
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