Knowledge Item Data Object

Purpose

The Knowledge Item data object contains information to be used by both operators and the consuming business as structured searchable content managed and maintained.

Key Attributes

The Knowledge Item data object shall have the following key data attributes:

  • Id: unique identifier of the Knowledge Item

  • Title: title of the Knowledge Item

  • Status: for example, draft, revise, published, review, archived

  • Author Id: unique identifier of the responsible author

  • Publish Date: date/time on which the item is available for publication

  • Expiry Date: date/time on which the item is no longer visible

  • Body: body text, video, or any other content that is published

Key Data Object Relationships

The Knowledge Item data object shall maintain the following relationships:

  • Knowledge Item to Problem (n:m): if a link to a Problem exists, the Knowledge Item will need changing when a Problem is (partly) resolved

  • Knowledge Item to Interaction (n:m): one or more Knowledge Items can be related to an Interaction when a consumer searches for knowledge during a self service experience

  • Knowledge Item to Incident (n:m): one or more Knowledge Items can be related to an Incident as part of the Incident resolution

  • Knowledge Item to Knowledge Item (n:m): knowledge can be linked if related