| Create a KCS template article with approval publish workflow |
Verify the creation of a KCS template article with approval publish
workflow. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Create a multi-versioned standard article with approval publish
workflow |
Verify the creation of a multi-versioned standard article with approval
publish workflow. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Subscribe to a knowledge article |
Verify that users can subscribe to a knowledge article. Note: Requires the
Knowledge Management Advanced Installer plugin. |
| Create user criteria covering canRead and canContribute for knowledge base
and canRead at article level |
Verify the creation of canRead and canContribute user criteria for knowledge
base and canRead user criteria for article. Note: Requires the Knowledge Management
Core plugin. |
| Create a KCS article from a case |
Verify the creation of a KCS article from a case. Note: Requires the Knowledge
Management Advanced Installer and Customer Service Management Demo Data
plugins. |
| Subscribe to a Knowledge Base |
Verify that users can subscribe to a Knowledge Base. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Create an AQI checklist, assign the AQI checklist to a knowledge base, and
perform an AQI review |
Verify the creation, assignment, and review of an AQI
checklist. Note: Requires the Knowledge Management Advanced Installer
plugin.
|
| Search for an article, view the article, provide feedback as not helpful, and
create a feedback task on the Knowledge Management
Service Portal |
Verify the search request, review, provision of feedback as not helpful, and
creation of a feedback task for an article on the Knowledge Management
Service Portal. Note: Requires the Knowledge Management Advanced
Installer plugin. |
| Check whether the Create Article and Edit
Article buttons are available on a Knowledge Feedback Task
form |
Confirm the availability of the Create Article and
Edit Article buttons on a Knowledge Feedback Task
form. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Search for articles, click a pinned article, and confirm that the click rank
value is added to the Knowledge Searches (ts_query_kb) table |
Verify the search request and that the click rank value of a pinned article
was added to the Knowledge Searches (ts_query_kb) table. Note: Requires the
Knowledge Management Advanced Installer plugin. |
| Assign an article to an ownership group, and then confirm that the members of
the ownership group are subscribed to the article and have the edit
permission. |
Verify the assignment of an article to an ownership group, that all members
of the ownership group are subscribed to the article, and have permission to
edit. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Create, search for, and view knowledge articles with knowledge blocks |
Verify the creation of a knowledge block and its addition to a knowledge
article. Also, verify that the knowledge block content is
searchable. Note: Requires the Knowledge Blocks plugin. |
| Validate the Knowledge - Approval Retire workflow |
Verify the success of Knowledge - Approval Retire workflow by retiring a
published knowledge article. Note: Requires the Knowledge Management Advanced
Installer plugin. |
| Validate feedback task assignment to the ownership group manager |
Verify the assignment of a feedback task to the ownership group manager of a
knowledge article. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Validate that the article template selector includes knowledge bases and
article templates |
Verify that the article template selector includes all knowledge bases with
contribute access and article templates applicable to each knowledge
base. Note: Requires Knowledge Management Advanced Installer. |
| Validate the Knowledge - Approval Publish workflow |
Verify the success of a Knowledge - Approval Publish workflow by recalling,
rejecting, and then approving a knowledge article through the approval
process. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Make an outdated version of an article the latest version |
Verify that an outdated version of a knowledge article is made the latest
version. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Validate that the mapped related articles appear in the Related articles
widget |
Verify that the related articles mapped to a knowledge article appear in the
Related articles widget on the Knowledge Management article view
page. Note: Requires the Knowledge Management Advanced Installer
plugin. |
| Validate that the mapped related catalog items appear in the Related items
widget |
Verify that the related catalog items mapped to a knowledge article appear in
the Related items widget on the Knowledge Management article view
page. Note: Requires the Knowledge Management Advanced Installer
plugin. |
