Knowledge Base Module Overview

What is the Knowledge Base module?

Case Management Studio ships with the Knowledge Base module, a pre-built, self-contained application that enables case managers to create, manage, and access knowledge resources directly within the case management workflow. By incorporating the Knowledge Base module with your Case Management Studio Base application, you empower your team with instant access to relevant information that reduces the case resolution time and improves consistency across your organization.

Centralized knowledge management

The Knowledge Base module provides a comprehensive solution for capturing and organizing institutional knowledge within Case Management Studio. Case managers can create detailed resources covering procedures, policies, troubleshooting guides, and frequently asked questions, ensuring that critical information is always accessible when needed.

Once integrated with Case Management Studio, the Knowledge Base module allows case managers to access the Knowledge Base from the Control Panel. From here, they can browse, search, and contribute to a growing repository of organizational knowledge. This centralized approach ensures that valuable insights and solutions are preserved and shared across your entire team.

Simplify content creation

Case managers can easily create new resources or upload existing resources to the Knowledge Base with the ADD RESOURCE action on the Knowledge Base home page.

The Knowledge Base module supports collaborative content creation, allowing multiple case managers to contribute their expertise and insights. Resources can be reviewed, updated, and improved over time, ensuring that your knowledge base remains current and accurate.

Case managers can create resources using a rich text editor that supports formatting and images, making it easy to create comprehensive and visually appealing knowledge resources.

Publishing control

To maintain quality and accuracy, this module gives case managers more control over resource publishing in several ways:

• Content Readiness and Staging: Case managers can create and refine content, saving it in a draft state until they are ready to publish and make it visible to a broader audience. This provides control over the content's readiness, ensuring only case managers can view draft resources and only finalized and approved materials are released to case workers.

• Publication Management: Publish and Unpublish actions give case managers direct, immediate control over which resources are available to case workers on relevant cases.
  • Published Resources: These resources are considered finalized and ready for use.
  • Unpublished Resources These resources are those that were previously published but have since been manually hidden from case workers. This allows case managers to manage outdated information without permanently deleting it from the Knowledge Base.

  

• Visibility Management: Case manager have the ability to toggle the visibility of a Knowledge Base resources between Private and Public––Private restricts internal users from accessing the resource, while Public makes the resource visible to internal and external users.

Efficient search and discovery

Once Knowledge Base resources are created, case managers can use the module's powerful search capabilities to quickly locate relevant information. Users can search by keywords, making it easy to find the exact information needed to resolve cases efficiently.

Contextual knowledge integration

When working on cases, case workers can access relevant Knowledge Base resources directly from the case record in Workspace, providing contextual information without interrupting their workflow. The Knowledge Base ensures that the right information is available at the right time, improving decision-making and case resolution speed.

Case managers can also link Knowledge Base resources to specific case types or categories.

Ready to get started?

See Installing Knowledge Base Module to install the Knowledge Base module with your Case Management Studio application and empower your team with the tools they need to capture, share, and access organizational knowledge more efficiently.

After installing, be sure to follow the setup steps to incorporate the Knowledge Base module with your Case Management Studio application.

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