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A Knowledge Management tool is used to enable employees to have ready access to the organization's document base of facts, sources of information, and solutions. chatr wireless uses a Knowledge management tool called the chatrpedia.
Using the Search Criteria in chatrpedia
1. Type: Determines if the Answer / FAQ is Public or Private.
This should always be set to “Private”.
2. Call Type Hierarchy: Allows you to choose what topic you would like to search within to
help narrow your search.
3. Category Hierarchy: Choose what category you would like to search (References,
Processes or Troubleshooting).
4. Date Updated: If you want to see updates added during a specific time period, select dates
here.
5. Phrases: Enter your phrase; similar to Google. It will return any answers with that keyword
partial or in full
6. Similar Phrases: Enter a phrase and it will return answers with that keyword and any
synonyms:
This will only occur if the synonym has been configured by the chatrpedia
Administrator.
A search for “mobile” will return any FAQs with “mobile” & “cell”.
7. Exact Search: Enter a phrase and it will return answers with that exact pattern only
A search for „phone‟ will only return FAQs with „phone‟. It will not return „telephone‟
8. Complex Expression: A search box where you can enter wildcards with your keyword /
phrase and return answers with that pattern (e.g. a search for “ph*” will return all FAQs that
have a word beginning with “ph”.
9. Access Level: Determines which answer access level to search on at the user level:
This should be “Everyone”.
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