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KM environment (KMAs (Manage content (Handle content request (Add new…
KM environment
KMAs
Manage users
Handle user access request
Reinstate user
Add new user
Deactivate user
Run periodic reports to optimize user licenses.
Ensure that users only have access to appropriate content
Triage requests sent to the Support Point mailbox
Resolve Support Point issues
Answer general enquiries / concerns
Manage content
Handle content request
Add new content
Modify content
Delete content
Approve new/updated content
Handle content feedback
Manage alerts and notifications
Manage removed content
Run periodic reports to optimize content quality
SMEs
Review documents
Transfer knowledge to technical writers
Analyse user feedback and work with technical writers to improve documents
Own documents of specific topics
Technical writers
Document knowledge
Update documents when requested by SMEs
Remove documents when requested by SMEs
Normal users
Consume knowledge
Provide feedback to improve/enhance documents