FireUp Knowledge Applications
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The FireUp suite of Knowledge Applications is ready to implement solutions. They are a combination of preconfigured Knowledge Base features and predefined OpsEngine procedures that address specific knowledge management problems such as technical content management, customer self-service support and product requirements development. While the details of each knowledge application are different they all share the same pattern of:
Each of the FireUp applications below provide a preconfigured technology and operational procedures for a specific knowledge challenge :
The Self-Serve Support problem domain is defined by a firm's need to make technical know-how - problem/solution Knowledge Units – for a sophisticated, complex product available to users in a cost-effective manner.
The problem domain also includes capturing the value (knowledge capital) of client driven solutions – tactical knowledge – by making it first available to staff and ultimately a client accessible solution (knowledge unit).
The Self-Service Support knowledge application is a knowledge base configuration utilizing Enterprise Search and Access Control features to craft the client interface. The client is provided a world-class search capability to locate a solution (knowledge unit) to their current issue. The user is presented real-time, ranked results as they refine the search criteria.
On the support staff side, the knowledge application has a configuration utilizing “Instant Update” publishing, Front Line Contributors and Access Control features to craft the solution. Value, as Knowledge Capital, is captured as support staff, or field engineers, publish the tactical solution for internal access. As staff utilizes the solution multiple times to solve other users' problems, it is refined and broader access is granted. By the third utilization, the knowledge unit – with the problem and solution well stated for a given user context – is ready for client Self-Service access.
The Document Server problem domain is defined by a firm's need to make documents such as manuals, technical notes, data sheets, field support updates, etc. easily available. The problem is complicated by different groups having the rights to access only select sets of the documents.
This problem domain extends to access to software updates. If binary software files are included, the application is really a FileServer. However, for simplicity we use Document Server as the encompassing term.
Thus, when a user accesses the FireUp Document Center portal - via the integrated environment AppBar – he or she is presented with custom pages containing only the documents and files for which he or she has access rights.
Knowledge Hub Application
The FAQ problem domain is defined by a firms needs to make selective details, form a large pool of information, available to a knowledge consumer on request. The goal is to answer the user's questions without forcing the user to review extensive information not relevant at the point-in-time.
The complexity of the FAQ problem domain increases when different groups of knowledge consumers – prospects, clients, staff, field engineers – need to be restricted to different sets of information.
Also, a diverse set of consumers usually requires a diverse set of content contributors. Each team of contributors is focused on the content development of a specific topic.
The FireUp FAQ Server is a knowledge base configuration that uses Composite Views and Access Controls to craft a dynamic user FAQ portal for each user. Prospects will see basic and sales related FAQs, Clients are presented more detailed operational FAQs. Custom FAQs can be presented for select clients and staff specific FAQs are presented for team members.
The configuration also provides Enterprise Search so users can easily locate information across extensive FAQs. The search results sets are filtered with the user's access rights to protect authorized content results.
On the support staff side the knowledge application has a configuration utilizing “Instant Update” publishing, Front Line Contributors and Access Control features to craft the solution. This enables a broad set of knowledge contributors close, to the issues in each area, while maintaining control of FAQ entries and updates to content experts.