Idea ID: 1648538

Self knowledge articles or information for End User(s) through the portal - browse indexed articles

Status : Declined
over 3 years ago

BRIEFLY DESCRIBE YOUR IDEA

End User from SMA X Self Service Portal should browse indexed articles externally stored from SMA X

WHY IS THIS IMPORTANT? (WHEN USED, BY WHICH ROLE, FOR WHAT BENEFIT)

Non IT Business user doesn't need the access to SMA X full fuction interface but needs to browse articles to find information or solution. The articles could be in an external source

SEPARATE FROM *WHAT* THE IDEA IS ABOUT, DO YOU HAVE THOUGHTS ON *HOW* IS COULD BE DESIGNED?

 

Note: idea title updated 

  • Thank you for your idea. At this time, your idea hasn’t received enough community support and doesn’t align with our priorities so we are closing this idea. But we may review this again in the future. Thank you for your support and continue posting & voting on ideas to help make our products better.
  •   Could we change the title into "Self knowledge articles or information from external source for End User(s) through the portal"? So include the keyword external

  •  in my last conversation I was requested for Sharepoint, Domino Notes, Aris but it a widely requested Use Case in SM world.

    I understand that some license issue we could have behind (i.e. License for IDOL connector) but I would add the capability to use/configure all the IDOL connectors. I.e. Sharepoint for free, additional connectors with a fee.

    I believe that Browse for a document and submit a Request, if the solution is not found, could be a killer Use Case for not IT.

    Have all documents in one repository (as we request today with SM and SMAX) is not possible. People are using different tools to follow their own processes and as the last stage of the process they produce a document (i.e. a pdf document) to be consumed by other people.

  • This sounds like a good idea that other customers have asked for in conversations in my recent past .

    I would however like this to be an optional setting per SharePoint:

    • in other words: some control over which Articles appear just for Agents, and which for the wider Public.
    • or a way to add some kind of Business Rule to make them Public???

    Regards,

    Ben

     

  • Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

     do you have specifics on which external sources? Or course it could be many, but what are the priority sources?