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Applying knowledge-centered support methodologies to your ITSM processes helps promote the development of your knowledge base by utilizing collective experience to date. The Cherwell Knowledge-Centered Support (CKCS) mApp enables your team to create knowledge content as a byproduct of resolving incidents and problems, ensuring your support processes contribute to continual learning, collaboration, sharing, and improvement. The mApp allows role-based creation, editing, and publication of Knowledge Articles, guaranteeing that the correct functionality is available to each user.
Platform Version Requirements: Tested on 9.7x - 10.0.0
Content Version Requirements: Tested on 9.7x - 10.0.0. This mApp may or may not be compatible on Content versions older than 9.7x, but as with all mApp Solutions, it should be tested on your customized system.
Prerequisites: CSM E-mail must be configured for Approval functionality to work properly.
IT Service Management