Information
Agent Level
In Knova Knowledge Central, agent levels are used as input to Resolution Workbench's Resolution Flow Rules so that different rules can be processed for agents at different levels. In Knova Knowledge Central, Resolution Workbench allows agents to work with customers in diagnosing issues and finding solutions.
Things You Need to Know
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Agent Levels are assigned to users through their Expertise Profile.
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Agent Levels are used exclusively with Knova Knowledge Central and are not used with Knova Self-Service and Knova Communities.
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Before deleting an Agent Level, you should review all the Resolution Workbench's Resolution Flow Rules to ensure that it is not used in any rule.
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If you delete an Agent Level that is referenced by a Resolution Workbench's Resolution Flow Rules, the Rule is void and will not exclude.
Keep in mind that "Agent Level" is the level being set for the Expertise Profile as defined in the group (e.g., Tier 1 or Tier 2). While "Agent Role" is a role type set up for authoring, searching, and resolution workbench functions.
Expertise Profile
Expertise Profiles identify specific Universal Metadata Resolution Flows and Communities in which a user or a group of users may be a subject matter expert. This makes Expertise Profiles useful in finding experts for collaboration.
When users start new collaborations in Knova Knowledge Central, they can search for other users with specific expertise on a topic with whom they can collaborate.
Things You Need to Know
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Expertise Profiles are for individual Users or for Groups of users who have the same expertise in a topic.
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A Group's Expertise Profile applies to all the users in that Group. If a user has its Expertise Profile set up, both the Group's and the User's Expertise Profiles apply to that user.
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Unlike a Role, an Expertise Profile is specific to the user or Group for which it is created; it cannot be assigned to other groups or users.
Groups
A Group is a collection of users with similar responsibilities or knowledge. You can create a Group based on any attribute the users have in common. For example, a group can be created based on the department's organizational chart or the products that the users support.
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Finding Groups
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Things You Need to Know
What happens to a user when a Group they belong to is deleted?
When you delete a Group, the users who belong to the Group are not deleted, but their Group membership is changed to remove the deleted Group. Also, these users lose the Expertise Profile and any Authoring Controls that were assigned to the Group.
How does deleting a Group with "Authoring Workflow States" assigned to it, affects the user within that Group?
Groups can be assigned to the Authoring Workflow States that enable the Group members to edit or review documents. Deleting a Group used by the Authoring Workflow States that affect the ability of the users in the Group to edit documents in the Authoring Workflow.
What happens when a Group assigned as a Microsite owner is deleted?
Groups can be assigned as Microsite owners. If the group is deleted, users in the Group are no longer available to manage the Microsite.
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