Viewing associated service delivery matrixes and knowledge base articles

Each equipment record can have a service delivery matrix defined with allowable combinations of Department, Provider, Service Category, and Service Problem Code. When a knowledge base article is created with the referenced values for the department, provider, service category, and service problem code, the system creates a viewable record of the association.

To view associated service delivery matrixes and knowledge base articles:

  1. Select Operations > Call Center > Knowledge Base Articles.
  2. Select the knowledge base article for which to view an associated service delivery matrix, and then click the Service Delivery Matrix Equipment tab.
  3. View the information.
Parent topic: Creating knowledge base articles