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WizdomTree User Manual

Project ID: 15573 WizdomTree V3.0

C3: Protected Page 3 of 124

WizdomTreeUser Manual

Version 3.0




Table of Contents

1.0 Preface.............................................................................................................................. 4

1.1 About the Manual...........................................................................................................41.1.1 Organization of the Manual.....................................................................................41.1.2 Audience................................................................................................................. 41.1.3 Other Software Documents Provided......................................................................41.1.4 Advisory note from Global Information Security Team, Cognizant..........................41.1.5 Contact....................................................................................................................5

2.0 Introduction...................................................................................................................... 6

2.1 Broad Functional Overview.............................................................................................62.1.1 Functional Decomposition Diagram.........................................................................6

3.0 Login............................................................................................................................... 11

3.1 Reset Password...........................................................................................................12

4.0 Home Page...................................................................................................................... 15

4.1 Search.......................................................................................................................... 15

4.2 Search Results.............................................................................................................16

4.3 Search Result Sorting...................................................................................................17

4.4 Search Result Clustering..............................................................................................17

4.5 Inside KB Article...........................................................................................................18

4.6 Domain Term Highlighting............................................................................................18

4.7 Search Preferences......................................................................................................19

4.8 Latest Happenings........................................................................................................19

4.9 Right Panel................................................................................................................... 20

4.10 Search on attachment within KB Article....................................................................23

4.11 Use of Wildcards and Boolean Operators in Search.................................................244.11.1 Wildcard Searches................................................................................................244.11.2 Boolean Operators................................................................................................24

5.0 Knowledge Management...............................................................................................26

5.1 Add Knowledge............................................................................................................265.1.1 Select Collection....................................................................................................265.1.2 Select Template.....................................................................................................275.1.2.1. Functionality of RTF box....................................................................................29

5.2 Bulk Upload.................................................................................................................. 305.2.1 Select Collection....................................................................................................305.2.2 Download Template & Upload Template...............................................................305.2.3 Similarity Check during Bulk Upload......................................................................335.2.4 BulkUpload Status.................................................................................................345.2.5 Add similar articles manually.................................................................................35

5.3 List KB Articles.............................................................................................................37




5.3.1 Inside a KB Article.................................................................................................385.3.1.1. Deleting a published article from list KB article..................................................385.3.1.2. Copy KB article..................................................................................................39

6.0 Worklist Management....................................................................................................40

6.1 My worklist.................................................................................................................... 426.1.1 Check in and Check out........................................................................................42

6.2 Approval Worklist..........................................................................................................446.2.1 Complete/Approve/Review Article.........................................................................456.2.2 Cancel Article........................................................................................................476.2.3 Reject Article.........................................................................................................476.2.4 Similar/Duplicate Articles.......................................................................................47

6.3 Worklist History.............................................................................................................49

7.0 System Management......................................................................................................50

7.1 User Management........................................................................................................507.1.1 Add User...............................................................................................................507.1.1.1 Password Policy.......................................................................................................527.1.2 Reactivate User.....................................................................................................537.1.3 Modify/Delete User................................................................................................537.1.3.1. Modify User........................................................................................................557.1.3.2. Delete User........................................................................................................567.1.4 View User Information...........................................................................................567.1.5 My Profile..............................................................................................................57

7.2 User Group Management.............................................................................................597.2.1 Add User Group.....................................................................................................607.2.2 Modify/Delete User Group.....................................................................................617.2.2.1. Modify User Group.............................................................................................627.2.2.2. Delete User Group.............................................................................................637.2.3 Function Assignment.............................................................................................64

7.3 Collection Management................................................................................................647.3.1 Add Collection.......................................................................................................657.3.2 Modify Collection...................................................................................................667.3.2.1. Edit Collection....................................................................................................677.3.2.2. Delete Collection................................................................................................687.3.3 Index Collection.....................................................................................................697.3.4 Copy Collection.....................................................................................................70

7.4 Caption Management...................................................................................................717.4.1 Add Caption...........................................................................................................717.4.2 Modify Caption.......................................................................................................727.4.2.1. Edit Caption.......................................................................................................737.4.2.2. Delete Caption...................................................................................................73

7.5 Template Management.................................................................................................747.5.1 Add Template........................................................................................................747.5.2 List Template.........................................................................................................757.5.2.1. View Template...................................................................................................767.5.2.2. Edit Template.....................................................................................................767.5.2.3. Delete Template.................................................................................................77

7.6 Alert Management........................................................................................................78




7.6.1 Add Alert................................................................................................................787.6.2 Show Alert.............................................................................................................797.6.3 Search Alert...........................................................................................................807.6.4 Modify Alert...........................................................................................................817.6.5 Renew Alert...........................................................................................................817.6.6 Delete Alert............................................................................................................83

7.7 Import System Data......................................................................................................85

8.0 Configuration Management...........................................................................................89

8.1 Mail Configuration.........................................................................................................898.1.1 Configuring Mailing Facility....................................................................................898.1.2 Editing Mail Server Credentials.............................................................................908.1.3 Configuring mailing facility for different events......................................................918.1.4 Disabling Mailing Facility.......................................................................................92

8.2 LDAP Configuration......................................................................................................928.2.1 Configuring LDAP..................................................................................................928.2.2 Editing LDAP Configuration...................................................................................948.2.3 Disable LDAP Configuration..................................................................................94

8.3 System Configuration...................................................................................................94

8.4 Process Automation......................................................................................................958.4.1 Automate Approval................................................................................................96

9.0 Audit Trail....................................................................................................................... 96

9.1 Article Audit Trail...........................................................................................................979.1.1 Article Added Audit Trail........................................................................................979.1.2 Article Deleted Audit Trail......................................................................................999.1.3 Article Feedback Audit Trail.................................................................................1009.1.4 Most Accessed Article Audit Trail........................................................................1019.1.5 Least Accessed Article Audit Trail.......................................................................102

9.2 Search Audit Trail.......................................................................................................1039.2.1 Total Search Audit Trail.......................................................................................1039.2.2 Maximum Search Audit Trail...............................................................................1049.2.3 Most Accessed Search Query Audit Trail............................................................105

9.3 System Audit Trail.......................................................................................................106

10.0 Dictionary Population...............................................................................................108

10.1 Basics of Dictionaries in WizdomTree.....................................................................108

10.2 How to Populate Dictionary.....................................................................................10910.2.1 Browse Dictionary................................................................................................11010.2.2 Publish Dictionary................................................................................................112Add new terms to dictionary...............................................................................................115

10.3 How to Export Dictionary.........................................................................................115

10.4 How to Import Dictionary.........................................................................................116

11.0 System Feedback.....................................................................................................120

12.0 Glossary..................................................................................................................... 121




1.0 Preface

1.1 About the Manual Welcome to the WizdomTree V3.0 User manual. This manual provides a complete reference for the functions and features available in WizdomTree V3.0.

1.1.1 Organization of the Manual

This Manual is organized into 9 major sections viz. Login, Authentication, Home Page, Knowledge Management, Worklist Management, System Management, Configuration Management, Audit Trail, and Dictionary Population.

1.1.2 Audience

The intended audience for this manual would be the users in the Support/AVM/BPO/KPO teams who are using WizdomTree in their project(s) or those who intend to use WizdomTree V3.0 for the first time.

1.1.3 Other Software Documents Provided

There are other Wizdom Tree artifacts which are available at the WizdomTree workspace in Channel One. It’s available at https://channelone.cognizant.com/sites/Shared%20Workspace/WizdomTree/default.aspx

1.1.4 Advisory note from Global Information Security Team, Cognizant

With regards to WizdomTree implementations, GIS has advised the following for security reasons, only the following file formats are permitted to be attached in WizdomTree.

I. rtf, doc, xls, gif, ppt, docx, xlsx, pptx, pdf, jpg, bmp, zip, rar and txt

II. Reverse proxy server should be used to enable Wizdom Tree in the Internet

In all other cases you are advised to get in touch with the GIS Team, contacts mentioned below.

https://channelone.cognizant.com/sites/Shared%20Workspace/WizdomTree/default.aspx

https://channelone.cognizant.com/sites/Shared%20Workspace/WizdomTree/default.aspx




1.1.5 Contact

Name Location PhoneWizdomTree support Team([email protected])

PuneGIS Team([email protected]) India

mailto:[email protected]




2.0 Introduction Wizdom Tree is an Experience Management System meant to provide support groups with a means to manage, capture, process and retrieve the knowledge that is relevant to their work. Using Wizdom Tree, support groups will be able to resolve support issues faster and in a consistent fashion. The users of Wizdom Tree will be Tier I, Tier II, Tier III support personnel and their managers who may be located multi-site and / or working in multiple shifts.

Wizdom Tree consists of various functional modules which may be broadly classified into,

Login: Different modes of login available in Wizdom Tree.

Authentication: Password Policy applicable to Wizdom Tree Authentication password.

Search: Searching for relevant knowledge

Knowledge Management: Add, modify, delete, locate and browse knowledge. User can have discussions regarding any functionality of Wizdom Tree.

Worklist Management: Work with the Knowledge being uploaded in the system and provides a way to track knowledge from a personal perspective.

System Management: Add, remove and edit users, User groups, Collections, Templates and Captions in the Articles. Add, Modify and Renew Alerts.

Configuration Management: Configure Mailing facility, LDAP, Automatic Process and system configuration.

Dictionary Management: Create, modify, delete and browse resources such as dictionaries used in knowledge processing.

Metrics and Reports: Collect information on the size, usage, users of the system to provide constant information on the functioning of the system

2.1 Broad Functional Overview

2.1.1 Functional Decomposition Diagram

Following is the functional decomposition diagram of Wizdom Tree. The top nodes are the main units of Wizdom Tree. Their focus is on one specific area of Wizdom Tree. We would be briefly discussing all these elements in this chapter. Details would be taken up in the subsequent chapters.

Note: The diagram below shows all modules and sub-modules. The visibility to user depends on the function to role assignment.




Fig 2.0.1: Wizdom Tree 3.0 Functional Decomposition Diagram




Fig 2.0.2: Functional Decomposition System Management




Fig 2.0.3: Functional Decomposition Audit Trail




Fig 2.0.4: Functional Decomposition Dictionary Population




3.0 LoginThis section describes the first step to log into Wizdom Tree to access it. Wizdom Tree provides three different modes of authentication. Fig 3.0 shows login page of WizdomTree where LDAP is configured.

Fig 3.0 Wizdom Tree Login Page

The user can select any one of the following three ways in order to log into Wizdom Tree:

Wizdom Tree: The user has his/her entry in the Wizdom Tree database and thus can access it through a user-Id and password assigned by the Wizdom Tree.

Network: The user uses his/her network Id and password to log into Wizdom Tree. (Wizdom Tree is linked with LDAP which is a gateway to get linked to the organization’s active directory to authenticate the user with his/her network credentials). See section LDAP Configuration for more information.

Note: The Network option would be available only if the LDAP configuration is done by the Power Admin in the system. After updating the LDAP configuration properties, tomcat restart is necessary for network authentication to work.

Auto login: The user can login into the WizdomTree through NTLM Authentication. The user, who is logged into the windows network, will get logged into Wizdom Tree application.

Note: Auto-login is only possible if you are accessing the URL from the intranet.




If you are receiving the pop-up, asking User-Id and Password on clicking on the Auto login button, please follow the below steps.

Go to Tools in browser select Internet Options->Security->Local intranet Click on Sites->Advanced Add just the machine name like http://<Machine_Name>:<Port_No>. Ensure that if it is added in Local intranet, it should not be present in trusted sites.

3.0.1 Network Login for Non-WizdomTree users

Any user can login now to Wizdom Tree with their network id-password even if they don’t have their account registered with WizdomTree. At the first login, the account of the user will get created and the user will be given the Guest role in the system. The user will be able to perform the functionalities assigned to the guest role. This automatic account creation depends on the system configuration properties. If the property is enabled by Power Admin, this facility will be made available to all the users.

3.1 Reset PasswordWizdomTree provides a feature called as “Reset Password” in order to reset the password in case the user’s account is locked. (Note: Only WizdomTree passwords are re-set. Use the standard organizational procedure to re-set your system password).

If the user tries to login with incorrect password for more than the defined “max incorrect password attempt” times, Wizdom Tree account will be locked. The password can be reset by clicking on reset password link. Fig 3.1 shows the Reset Password Link.




Fig 3.1 Wizdom Tree Reset Password link.

Note: If the user has selected Network as authentication mode and if he/she types in the password incorrectly for consecutive 3 times then the network ID would be blocked

3.1.2 Reset Password Procedure for Power Admin

For Power Admin, the system asks the database login name and database password in case of failure to remember the password. Fig 3.1.2 shows the reset password criterion for Power Admin where Database details are asked.

Fig 3.1.2 Reset Password validation criterion for Power Admin

On validating the above mentioned properties, the system will allow the Power Admin to reset his password. The screen for resetting the password is as below. Fig 3.1.3 shows the option to set new password in case of account lock.

Fig 3.1.3 Wizdom Tree New Password Screen

If the Power Admin is unable to produce the correct Database User Name and Password, the system will not allow him to proceed further.

3.1.3 Reset Password Procedure for Admin, Author, User & Guest

For the users other than Power Admin, the system asks the date of birth of first of all. On validating the date of birth, the hint question is presented to the user and the user




has to answer that question. Fig 3.1.3.1 shows the reset password criterion for Admin, Author, User and Guest where date of birth, hint question and hint answer is stored in the database and validation is made against that stored value.

Fig 3.1.3.1 Reset Password criterion for Admin, Author, User and Guest

On validating the hint answer, the system allows the user to reset his/her password. The screen for the same is same as above.

After providing the new password, the user can login into the system with the new password of WizdomTree Authentication.

If the user gives incorrect date of birth then the reset password link is getting shown on the same page and clicking on the link, a mail item gets opened for requesting to reset the password. This mail would be addressed to administrators of the collections to which this user is allocated and the Power Admin of the system.

If the date of birth, hint question and hint answer is not stored in the database, directly the link of Reset Password will get opened from which the mail can be triggered to the administrators and Power Admin of the system.




4.0 Home PageThis section gives a complete overview of the Home Page of Wizdom Tree and the features present in it.

Fig 4.0 Wizdom Tree Home page

4.1 SearchThe most important and the unique selling proposition of Wizdom Tree is the Smart Search which helps to retrieve relevant knowledge for the user supplied query. The search screen is a very simple and plain textbox where queries are entered and submitted for smart search. There is an option to choose to search in a particular collection or all collections. The search can also be narrowed down to a specific field in the collection. By default the search runs through all collections allocated to the user in the Wizdom Tree database and through all fields. The search can also be made on multiple collections. Attachments within articles are also liable for search. By selecting parent collection, the child collection by default gets selected.

A new functionality to spell check the query is also provided. This feature will spell check the query and will provide you with a new processed query. On clicking of this query that query will get fired on the indexes and results will be retrieved for this spell checked query.




Fig 4.1.1 Search functionality on All Collections

Fig 4.1.2 Search functionality on multiple Collections

4.2 Search ResultsThe search results are sorted in accordance to the decreasing order of relevance by default. The first line of each result is the title of the article, followed by the relevance, the age of the article and the number of hits to that particular article.

The second line has details like the name of the collection in which the article is present, its average rating based on the number of feedbacks are shown.

The third line gives a snap of the particular article.

Here if on the home page the spell check box is ticked, it would give you spell check query, on click of which, spell checked query is fired and new results are retrieved accordingly.




Fig 4.2 Search results

4.3 Search Result SortingThe search can be made customizable also. User can have the search result sorted according to Article Feedback, Number of feedback, and Article age and number of hits.

Fig 4.3 Search results sorting

4.4 Search Result ClusteringThe search result clustering would be created based on the search result. This would be a link to KB Articles. Clicking on the link, user will be pointed to a KB Article.




Fig 4.4 Search results clustering

4.5 Inside KB ArticleA KB Article when opened would have facility for feedback i.e to rate the article.

The feedback option allows the user to give a feedback rating based on the scale of 1-5 and the average rating provided by the users before is also displayed.

Fig 4.5.2 KB Article-Feedback rating

4.6 Domain Term HighlightingThe terms which are published as Domain Term will be highlighted with blue color in the KB article when the article is opened from Search Result. It helps user to understand the article better.

On the mouse hover of the domain term, the description gets displayed.




Fig 4.6 Domain Term Highlighting

4.7 Search PreferencesThe way in which the search results are displayed can be customized using the Search Preferences functionality. The number of links that should be displayed in a page can be chosen and also the links can be opened in the same window or a different window.

Fig 4.8 Search Preferences

4.8 Latest HappeningsThe latest happenings at Wizdom Tree are such as the recently added Users/ Authors/ Administrators and Collections in the system.




Fig 4.9 Latest Happenings at Wizdom Tree

4.9 Right PanelRight Panel in Wizdom Tree consists of 3 different sections. Please refer figure 4.10 for more details.

Fig 4.10 Right Panel View

First Section consists of Alerts. Live events running in the system which make user aware of particular topics, are continuously scrolling in the right panel of the Home Page. These events are marked as New till 48 hours from their creation time. Clicking on the event, the user would be taken to the description. Also there is a ‘more' link provided clicking on which the list of all the events would be shown.




Fig 4.11 Alerts Right Panel View

The second section of right panel is formed by the Site Updates. Site Updates include the periodical updates on the searches being made by the logged in user in Wizdom Tree and the details about the Knowledge Content in user’s collection space. Some of the details that could be found are

Searches in the last 24Hrs

Total Searches

Total Collections

Total Documents

Dictionary Health-Gives the link of Dictionary Health page giving exact details of the count of published, unpublished, total terms and many more

Fig 4.12 Site Updates Right Panel View

The third part of Right Panel consists of details related to KB Articles in System.

Recently Accessed Articles - Gives the links of the articles that were accessed recently.




Fig 4.13 Recently Accessed Articles Right Panel View

Most Accessed Articles - Gives the links of the articles that were accessed the most number of times

Fig 4.14 Most Accessed Articles Right Panel View

Since My Last Login – Gives details of the last activity time and status of the work list and articles posted by that particular user who has logged in.

Fig 4.15 since my last login Right Panel View




4.10 Search on attachment within KB ArticleAdmin / Author / User can search in attachments within KB articles. The default attachment size is mentioned in WizdomTree properties file available at ‘$<Tomcat Root>/ webapps/WizdomTree folder name/web-inf/wizdomtree.properties’

There are two properties available in WizdomTree.properties file.

maxSearchableAttachmentSize: Using this property admin can search the attachments within KB articles within the size defined in this file. By default the maximum searchable attachment size is 2MB. Admin can also configure the size.

maxUploadableAttachmentSize: Using this property admin can only upload the attachments within KB articles within the size defined in this file. By default the maximum attachment size is 10MB. Admin can also configure the size.

If the uploaded attachment is greater than the size of maxSearchableAttachmentSize and less than maxUploadableAttachmentSize, the attachment will be successfully uploaded with the KB Article but it will not be searched.

Note: Only doc, rtf, xls, docx, xlsx, pdf and txt files will be considered for search within attachments in KB article. Documents containing zip and rar will not be considered for search.

The PDF parser is used to read the PDF document, it can work with all PDF




versions. The PDF specification is over a thousand pages and PDF parsers only implements a fraction of those features. So in some cases, it might be possible, that some of the PDF files cannot be read by the parser and so not available for search.

4.11 Use of Wildcards and Boolean Operators in Search Following are the guidelines for query formation and usage of various special characters which would help in retrieving the search results precisely. On the home the link is given which would be handy while search with Boolean and wildcard characters.

4.11.1Wildcard Searches

WizdomTree Search supports single and multiple character wildcard searches within single terms (not within phrase queries).

Solr supports * and ? as wild card query characters.We support single and multiple character wildcard searches within single terms (not within phrase queries). To perform a single character wildcard search use the "?" symbol.To perform a multiple character wildcard search use the "*" symbol

For example, to search for "Wizdom Tree" you can use the search query: Wi?dom TreeMultiple character wildcard search looks for 0 or more characters.

For example, to search for test, tests or tester, you can use the search query: test*You can also use the wildcard searches in the middle of a term. Eg:- te*t • Note: You cannot use a * or ? symbol as the first character of a search

4.11.2Boolean OperatorsORBoolean operators allow terms to be combined through logical operators. We support AND, "+", OR, NOT and "-" as Boolean operators •To search for documents that contain either "jakarta apache" or just "jakarta" use the query:"jakarta apache" jakarta •The other way would be "jakarta apache" OR jakarta. Here in place of OR you can use || operator.

ANDThe AND operator retrieves documents where both terms exist anywhere in the text of a single document. This is equivalent to an intersection using sets. The symbol && can be used in place of the word AND.•To search for documents that contain "jakarta apache" and "Apache Lucene" use the query: "jakarta apache" AND "Apache Lucene"




+The "+" or required operator requires that the term after the "+" symbol exist somewhere in a the field of a single document.•To search for documents that must contain "jakarta" and may contain "lucene" use the query:+jakarta lucene

NOTThe NOT operator excludes documents that contain the term after NOT. This is equivalent to a difference using sets. The symbol ! can be used in place of the word NOT.Note: The NOT operator cannot be used with just one term

-The "-" or prohibit operator excludes documents that contain the term after the "-" symbol.To search for documents that contain "jakarta apache" but not "Apache Lucene" use the query: "jakarta apache" -"Apache Lucene"

Note: If the user is logged in and the first action performed is the search and there is a parse error which occurs if the search string contains wild card characters or boolean operators, the system throws an error on server.




5.0 Knowledge ManagementThis section gives a complete overview of the Knowledge Management functions available in Wizdom Tree viz. Add Knowledge, Bulk Upload and List KB Articles.

Fig 5.1 Knowledge Management

5.1 Add KnowledgeUser can add KB Article (one Article at a time) into Wizdom Tree using this functionality. In order to add KB Article into system user needs to select collection in which user intends to add article, also user needs to select template type in which user intends to add article.

5.1.1 Select Collection

The particular Collection in which KB Article needs to be added should be chosen first. This could be done from the list box that comes up when user click the Add Knowledge option from the Knowledge Management menu. The list shows the names of the collections which are allocated to the logged in user. For details refer figure 5.2. Click here to see how to create a New Collection.

Fig 5.2 Select collection Panel View




5.1.2 Select Template

The particular template format in which KB Article needs to be added should be chosen after selecting desired collection. This could be done from the list box that comes up when user selects desired collection name in Add Knowledge Panel. The list shows the names of the templates which are mapped to given collection. For details refer figure 5.3

Fig 5.3 Select Template Panel View

Once user selects collection name & template name from Add Knowledge Panel, Template structure gets loaded. The user has to fill in the details of the KB Articles in the RTF boxes provided under different captions and select a suitable priority for it. There is also a provision for attaching supportive files which are required for the article. The supportive files are rtf, doc, xls, ppt, docx, xlsx, pptx, pdf, jpg, bmp, zip, rar and txt. This could be done using the browse function. Once the KB Article is completed it should be submitted using the submit button. If the required captions are not available new custom captions can be added from Modify Template menu. If the mailing functionality is configured then a mail is triggered to the admin/ author/ user and/ or the logged in user mentioning ‘A new KB Article has been created’. Click here to see how to configure mailing functionality

Please, do not delete any Caption or alter any caption name, otherwise Alert message will popup suggesting error.




Fig 5.4 Add Exception Panel View

There can also be case where the knowledge being added in Wizdom Tree is already present. In that case, the system will show the percentage similarity with the existing knowledge along with the Accept and Reject power. The user can choose any of them. If the user accepts the article, it will be stored in the system with status as Pending and if user rejects the article, it will be rejected.

Fig 5.5 Add Knowledge-Article Similarity




5.1.2.1. Functionality of RTF box

The RTF box gives user following functionalities.

1) Font formatting facility such as Font type, Font size, Bold, Italics, Underline, Strikethrough.

2) Ordered and unordered list.

3) Text Color and Background Color.

4) Link insertion

5) Image insertion

6) Special Character insertion

7) Table insertion

8) Spell Checker

9) Full Screen View




5.2 Bulk UploadThe Bulk upload feature of WizdomTree provides a simple mechanism to migrate the existing knowledge content from ticketing systems and other external sources into WizdomTree. This activity can be done in background while normal activity of a user can continue.

From the below screen shot, BulkUpload provides two submenus,

1) BulkUpload Articles: User can upload the articles using this sub menu.

2) BulkUpload Status: User can check the status of uploaded articles using this menu.

5.2.1 Select Collection

When user clicks on ‘BulkUpload Article’ menu, the particular Collection in which the articles are to be bulk uploaded should be chosen first.

Fig 5.2.1 Bulk Upload-Select Collection

5.2.2 Download Template & Upload Template

After selecting the collection, system asks the user to select the template. Here user can see only those templates which are associated with the selected collection.

This template can be available in excel file. User can also select the format of excel depending upon the MS-Excel Version installed in user’s PC.

After downloading that excel template, contents from the external ticketing systems should be entered into excel sheet. When excel file is ready with content, user should give the path of excel file by clicking browse button. When user clicks on




submit button, the content of excel file will be processed in the system.

System follows two approaches to upload the articles:

1) If the no. of articles is less than the defined “MAX_ARTICLE_PROCESS” threshold and user doesn’t clicks on “Enable Similarity Check” checkbox, then all the articles will be processed at that time.

2) If the no. of articles is greater than the defined “MAX_ARTICLE_PROCESS” threshold, then in that case – System gives “Acknowledgement Id” of the uploaded excel template. From the “BulkUpload Status” menu, User can check the status of this excel file with the help of acknowledgement Id.

By default the threshold value of “MAX_ARTICLE_PROCESS” is 100, User can increase/ decrease that value from the “System Management -> Configuration Management -> System Configuration”.

All the bulk uploaded articles are directly getting published and also available for search.

Fig 5.2.2(1) BulkUpload Article – Download Template and Upload Template

Note: The name of the excel sheet that is downloaded as template should not be changed.

The Excel file that is downloaded has the Captions that are specific to that particular template. The names of the Headers in the Excel are mapped as captions for the template. If the header names are changed in the excel file, WizdomTree does not allow the template to be uploaded. For uploading attachments, the user should keep all the attachment files in same location of excel template and to map the attachment in the excel file, hyperlinks should be given in the excel file. There should be only one hyperlink per cell. For uploading multiple attachments user can make hyperlink in different adjacent columns in the same row. In this scenario, the




excel file and the attachments should be kept in a single zip file (No name restriction). With the help of browse function, User can select the zip file for upload articles with attachments.

Note: Only rtf, doc, xls, ppt, docx, xlsx, pptx, pdf, jpg, bmp, gif, zip, rar and txt format files are considered for attachments in Bulk upload.

Every row in the Excel sheet would become a KB Article in WizdomTree and would be published immediately when the Upload is done. It should be noted that if the first Column(Title) is left empty then it is filled with the first data encounters in subsequent columns in sheet.

User can upload only one excel file at a time.

If mailing facility is enabled, as soon as the articles get uploaded, the admin/ author/ user (as per the mailing configuration selected by Power Admin) of the particular collection get notified via email. Click here to see how to configure mailing facility

Fig 5.2.2(2) Bulk Upload-Excel Template

5.2.3 Similarity Check during Bulk Upload

BulkUpload also gives user the option to upload the unique articles.




Fig 5.2.3 BulkUpload-Excel Template (Similarity Check)

System follows two approaches to filter similar articles,

1) Without Manual Intervention : When user checks the “Enable Similarity Check” checkbox, but he doesn’t check the “Manual Intervention” checkbox,In that case, System compares the articles within excel and finds the duplicate articles, and among the group of duplicate articles, System selects only one article as unique which is maximum in size and it rejects all other articles.For Ex: If 5 articles are similar with each other then among the 5 articles, system select only 1 article which is maximum in size and then it rejects all 4 articles.

2) With Manual Intervention : When user checks “Enable Similarity Check” checkbox and also checks the “Manual Intervention” checkbox,In that case, System compares the articles within excel and finds the duplicate articles, but here System doesn’t remove any duplicate articles, System gives the option to user to select the articles among the group of similar articles.For Ex: If 5 articles are similar with each other then among the 5 articles, System tells the users that this groups of articles are similar with each other, so the user can select the articles to be added into system.The functionality to add the similar articles is available from the “BulkUpload Status” menu. Click here to see How to add Similar Articles

During the above approaches, after comparing the articles within excel, System also compares the articles with the existing knowledge available in WizdomTree in the same collection for which Bulk Upload is under process.

If the System finds any article which is similar with the articles present in WizdomTree then system adds this similar article as “Duplicate” status.




From the “My WorkList” menu, when user clicks on article with status as “Duplicate”, user can see the similarity percentage with the existing knowledge in the system and decide whether to accept/ reject the article.

Except the similar articles, all the unique articles which are found during article similarity operation will be added as “Published” status. So they will be available for search.

Note: For the unique content being uploaded in the system, we recommend to enable the similarity check while doing bulk upload.

5.2.4 BulkUpload Status

From the “BulkUpload Status” menu, User can the check status of uploaded articles.

System can give 5 different statuses for the uploaded template.

1) ToBeProcessed: This status indicates that, file is successfully uploaded.2) ValidationDone : This status indicates that, file is upload and validated

successfully, 3) UDIDone: This status indicates that, Similarity check operation is completed

successfully; user can also check the no. of similar articles.

Fig 5.2.4 BulkUpload Status

4) CRDone: This status indicates that, articles are added successfully in WizdomTree.




5) Processed: This status indicates that, all the articles are indexed and all the operations are completed with that uploaded template.

5.2.5 Add similar articles manually

When user selects “Manual Intervention” checkbox, after performing similarity check operation system gives option to user to add the similar articles.

System gives this option from the “BulkUpload Status” menu, when user clicks on this menu; user can see the “Similar Doc” column. This column gives you the count of similar articles available in hyperlink. When user clicks on hyperlinks, System gives the table in which user can see the group of similar articles.

User can see the below screen when click on similar doc hyperlink.

Fig 5.2.5(1) BulkUpload Status – Add similar article manually

User can check the content of similar article by clicking on hyperlink, all the article will open in separate popup window, according to content opened in each popup window, user can take decision about which article should be added into the system.

User can see the content of article in popup window as mentioned in below screen shot.




Fig 5.2.5(2) BulkUpload Status – Similar Article

User can add the similar article by just selecting excel Ids available in “Selected Article Ids” column. When clicks on “Add Selected Article”, System start to add the selected similar articles.

When system adds the similar aritlces, it also compares the article with the articles present in WizdomTree. If system finds any similar article then articles is added as “Duplicate” status and in that case user can check the similar articles from the “My WorkList” menu. If the articles are unique then system adds the article in published status, so it will be available for search.

Fig 5.2.5(3) BulkUpload Status – Similar Articles

User can differentiate the similar articles which is already added is represented in green mark.

5.3 List KB ArticlesThe List KB Articles gives a complete tree view of the collection allocated to the logged in user. When collection is selected or clicked from the tree view, the sub collection to the selected collection as well as articles published in the selected collection are listed. If sub collection and the articles are present, the collection name and the article title are shown as links and on the click on them, articles opens up and if it is a collection, the sub collection or articles in the selected collection are shown. When the collection is selected from the list box, the published articles’ details such as KB Article ID, Article Title, Priority, Modification date-time, number of articles (in case of collection) and the person who is the owner (i.e. last modified by ) and Check out Status are shown. The user id of the person who modified the article and the id of the user who checked out the article are shown as links so upon clicking, it displays the information of the user as in the WT database like the Employee ID, Employee Name, Email-Id, contact number, role in the system.




Fig 5.3 List KB Articles

5.3.1 Inside a KB Article

The KB Article when opened from List KB Article would be provided with Check-out, Copy and Back button. For edition, deletion Check-out button can be used. Copy button would copy the KB Article.




Fig 5.3.1 Inside a KB article

5.3.1.1. Deleting a published article from list KB article

If the user wants to delete a published KB article then he/she should check out the KB article and then click on the delete button. The article would be deleted from the system.

If mailing facility is enabled, as soon as the article gets deleted, the admin/ author/ user (as per the mailing configuration selected by Power Admin) of the particular collection get notified via email. Click here to see how to configure mailing facility

Note: The check out button would be available only to the administrator and author of the collection to which the article belongs.

Fig: 5.3.1.1 Delete Published KB article

If the user clicks on the undo check out then it returns back to the list of articles. If the clicks on the update button the user can save the changes he has done in the article.




5.3.1.2. Copy KB article

If the user wants to copy the article then he/she needs to click on the copy button. A new page is opened which is the copy of selected article which the user can copy to other article in that collection. Once an article is copied it appears in the worklist for approval and follows the publishing workflow.

If mailing facility is enabled, as soon as the article gets copied, the admin/ author/ user (as per the mailing configuration selected by Power Admin) of the particular collection get notified via email. See section Mail Configuration for more information.

Fig: 5.3.1.2 Copy KB article




6.0 Worklist ManagementThis section describes about the various Worklist related function like My Worklist, Approval worklist, and Worklist History.

Fig 6.0 Worklist Management

The workflow file consists of states and actions as shown below:

Fig 6.0 Sample Workflow

Wizdom Tree specific workflow files can contain maximum of six states viz. Pending, Complete, Reviewed#1, Reviewed#2, Rejected, Cancelled and Approved. Pending and Approved being the first and last states respectively are mandatory for all Wizdom Tree specific workflows. The Wizdom Tree specific workflows are:-

1. One Step Workflow – This requires only one transition to approve the article. It also provides auto approval functionality. The article will be approved




automatically after specified time period. The default time period is 30 minutes.(Pending - Published)Note: If tomcat is restarted before the specified time period, then user has to manually publish those articles which were added through one step workflow but was not published automatically.

2. Two Step Workflow – This requires at least two transitions for approving article. (Pending - Complete - Published)

3. Three Step Workflow – It requires at least three transitions for approving article. (Pending -Complete - Reviewed - Published)

4. Four Step Workflow- It requires at least three transitions for approving article. (Pending -Complete - Reviewed - Reviewd2 - Published)

Note: New workflow can be created as per the requirement.

6.1 My worklistMy worklist consists of a list of articles posted by the logged in user and also gives details about the articles such as the collection it belongs to, priority, status of the article (Pending, Completed or Rejected) and the check out status of the article.

Fig 6.1 My Worklist

6.1.1 Check in and Check out

If an article needs to be edited then it needs to be checked out. Only articles that are already checked in could be checked out. When an article is checked




out it would not be available to any others for editing. Once the editing is over it needs to be checked in again which could be done by the clicking the Update button. In this way the consistency of the KB article is maintained in a multi-site, multi-user, multi-shift environment .If the user has accidentally checked out the article and does not want his changes to be reflected then he can use the Undo Checkout button.

Fig 6.1.1.1 Check out and Cancel

The logged in user can view graphical representation of the workflow by clicking on “View Live Workflow link.




Fig 6.1.1.2 Three Step Workflow

The red rectangle indicates current status of chosen article.

6.2 Approval WorklistLogged in user can complete, review or publish the article under approval and worklist based on function role assignment. Approval Worklist also gives some details about the articles such as the collection it belongs to, priority, status of the article (Pending, Completed or Rejected), article posted by and the check out status of the article.

Fig 6.2 Approval Worklist




6.2.1 Complete/Approve/Review Article

Posted article can be completed, reviewed or published by the logged in user. The buttons for complete, review and approve will be shown based on function role assignment. The number of buttons depends on currently available actions at current state of workflow as illustrated below:

Fig 6.2.1 Four Step Workflow

In four step workflow, there are three actions available from pending state. Out of these three actions “Bulk Upload” action is used during bulk upload process. So the article will be displayed with remaining two actions as buttons along with “Check Out” and “Back” buttons as shown below:-




Fig 6.2.2 Complete and Cancel

If mailing is configured then an email is triggered to the admin and authors of the collection to which the article belongs notifying the article status being changed. Click here to see how to configure the mailing functionality. The user can add comments under while changing the status of the article. Newly added comments get appended to the existing comments. The maximum size for comments is 4 Kb. During status change, an action is performed from current state to next state in workflow. The logged in user can view the current status of the article by clicking on “View Live Workflow” link.




6.2.2 Cancel Article

If the logged in user cancels the article then the status of the article status become deleted. If mailing is configured then an email is triggered to other author(s), admin and also to the user who posted that article notifying about the article being cancelled. Click here to see how to configure the mailing functionality. Once the article is deleted it immediately appears in the Worklist History of the user who has posted the problem and its status would be deleted.

6.2.3 Reject Article

If the logged in user cancels the article then the status of the article status become rejected. If mailing is configured then an email is triggered to other author(s), admin and also to the user who posted that article notifying about the article being rejected. Click here to see how to configure the mailing functionality.. Once the article is rejected, it can be re-submitted or cancelled by the user based on the function role assignment.

6.2.4 Similar/Duplicate Articles

i. Articles that were added through bulk upload and articles coming in My Worklist when added through Add Knowledge keeping article similarity check on. These articles would appear with article status as ‘Duplicate’.

Fig. 6.2.4 Duplicate Articles in My Worklist.

ii. User can click on the duplicate article to view it. There will be a screen for article similarity which would ask the user whether to accept or reject article along with the similar articles already present in the system.




Fig.6.1.4.2 Similarity Check: Accept or Reject Articles

iii. User can traverse through various similar articles already present and accordingly compare the duplicate article with them.

iv. If user accepts the duplicate marked article then if that article was added through incremental phase it will go for approval else it will be published in the system as a KB Article if added through Bulk Upload.

v. If user rejects the article marked as duplicate then that article is deleted from the system irrespective of the process of knowledge addition.

Note: For Similarity check to work efficiently minimum of five hundred characters, excluding white space need to be present in the document.




6.3 Worklist HistoryThe Worklist History as the name implies gives the details of the articles posted by that particular user. This function is used to maintain a historical inventory of the articles once they have been published or deleted.

Fig 6.3 Worklist History




7.0 System ManagementThis section deals with the various functions associated with managing the Wizdom Tree system such as User Management, User Group Management, Collection Management, Caption Management, Template Management, Configuration Management, Alert Management, Export Management and Import System.

7.1 User ManagementThere are five different roles in Wizdom Tree. Power Admin, Admin, Author, User and Guest. The User Management module consists of Add User, Modify/Delete User functionalities. Fig 7.1 shows the User Management menu for Admin and Power Admin.

Fig 7.1 User Management

The user in the system can have one role at a time only. The role of the user will be same for all his associated collections. For changing the role of the user, first the user should be de-associated from the associated collections and then he can be assigned to the same or different collections with same or different role.

7.1.1 Add User

This is the menu where new users can be added to the system. If LDAP (Windows Active Directory) is configured then while adding user Power Admin/ Admin can enter only the Employee ID and retrieve the information of the user from the active directory by clicking on the Find button. This would show all the personal information related to the user. The Find button will not be shown if LDAP is not configured to Wizdom Tree. Fig 7.1.1.1 shows the add user screen.




Fig 7.1.1.1 User Management-Add User

If the user being retrieved is not present in the directory, the Power Admin/ Admin have to fill all the details of the user being added such as the employee name, email-id, and phone number. Fig 7.1.1.2 shows the add user screen where the employee information is not present in the active LDAP.


The user being added in the system is not mapped to any of the role and collections at the time of creation. So those users will be the unassigned users in the system until they are allocated to any of the user group.

While adding the user, Power Admin/ Admin can enable default password or assign a custom password as shown in Fig 7.1.1.3. The custom password should follow the password policy. If the password policy is broken, the link of the same would be shown on the screen.





7.1.1.1 Password Policy

The password Policy for password creation is as below.

Password Construction:

Password must have at least following rule sets. • have at least 8 characters• have a upper case letter (A-Z)• have a lower case letter (a-z)• have a digit(0-9)• have a special character (eg. Punctuation)

Password History:

The password history is maintained for storing the previous five passwords. So a new password should not be from the last five passwords that were used and are in the history.

Password Ageing:

There is also ageing of password. When you login to Wizdom Tree and if your password is expired then user would be asked to change the password by asking him hint questions. The age of the password is defined by the Power Admin.

Password/Account Violation:

If user logins with incorrect credentials then his account will be locked after the defined incorrect attempts. User can also reset his own password by going through the "Reset Password" link and giving correct answers to hint questions




7.1.2 Reactivate User

If a user deleted from the Wizdom Tree is again added to Wizdom Tree, then the user is reactivated. While reactivating the user, the old details of the user is brought from the database which can be changed and the user can be re-activated. Fig 7.1.2.1 shows the screen for reactivating the user.

Fig 7.1.2.1 User Management-Re-activate User

If mailing facility is enabled, as soon as the user gets added, the concerned persons (as per the mailing configuration selected by Power Admin) will get notified via email. See section Mail Configuration for more information

7.1.3 Modify/Delete User

The Modify/Delete user link gives the details of the users currently active in the system. The Power Admin/ Admin can see the users based on the assignment criteria. The select drop-down is given there. The options are Unassigned Users, All Users and names of the collections. The collection-names will depend on the accessibility criteria. Power Admin is able to see all collections’ names, while admin is able to see only those collections to which he has access.

Selecting Unassigned Users, the users which are not associated with any of the collections in the system and having no role in the system are listed down. Selecting All Users will show all the associated users in the system. These users will be the member of the logged in admin’s collection space. Thus All Users may vary from one admin to another depending on the access to different collections.

Selecting the collection-name will show the users associated with that particular collection.

A section called Action is present in the list user screen where options are available to edit the details of the user as well as delete the user.

In the list user, the role is specified as Admin/ Author/ User/ No Role. The No Role shows that the user is not allocated to any of the collections in the system.




Fig 7.1.3.1 shows the unassigned users’ list.

Fig 7.1.3.1 User Management-List User (Unassigned Users)




Fig 7.1.3.2 shows the user for some specific collection having specific role.

Fig 7.1.3.2 User Management-List User (Assigned Users)

7.1.3.1. Modify User

The Power Admin/ Admin is allowed to modify the user’s information except the employee-id. The modification of the user can be done by two ways.

1) Modify/Delete User : Selecting a user from the list2) Modify User : Entering a known User-ID

On the Modify User screen there is a Find button, which finds the user information in the Wizdom Tree database based on the ID. The Power Admin/ Admin can reset the password of the user to the default password or the custom password if the user requests for the same.

Fig 7.1.3.1.1 shows the modify user screen with reset password boxes enabled.




Fig 7.1.3.1.1 User Management-Modify User

If mailing facility is enabled, as soon as the user gets edited, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. See section Mail Configuration for more information

7.1.3.2. Delete User

The Power Admin/ Admin can delete any user from the list of the users. If the user being deleted is the only admin for some collection, the user will not be deleted unless some other admin is appointed for that collection. Also if the user is tagged with some collection which is not accessible to the admin, the admin will not be able to delete the user. In short, the admin can delete only those users who are associated with his collections only. The Power Admin can delete any user from the system.

If the user with author/user or guest role is the only user for some user group and he/she is getting deleted, the user group will remain in the system as it is. Only the mapping of the user and user group will get removed.

If mailing facility is enabled, as soon as the user gets deleted, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. See section Mail Configuration for more information

7.1.4 View User Information

The user information can be viewed from many screens wherever the user Id is shown as a link.

Fig 7.1.4 shows the user information in the pop-up.




Fig 7.1.4 View User information

7.1.5 My Profile

The user can change his profile through this functionality. He can change all the fields except the user-id and the role. He can also change his password with password policy. [Note: This is the WizdomTree password].

i. Power Admin’s My Profile:

This profile is meant for the Power Admin role. Here he can update his information.

Fig 7.1.5.1 shows the My Profile for Power Admin.




Fig.7.1.5.1 Power Admin’s My Profile

ii. Admin/Author/User/Guest’s My Profile:

This profile is meant for Admin/Author/User/Guest role. Here he can modify the details such as Date of Birth, hint question, hint answer, email id, phone No and password. The ID and User Role can’t be changed. Fig 7.1.5.2 shows the My Profile for Admin, Author, User and Guest.

Fig 7.1.5.2 Admin/author/user/Guest’s My profile




The guest, who is automatically added in the system, can’t change the password unless his password is set to some default/ custom password by Power Admin/ Admin. Fig 7.1.5.3 shows the Guest’s my profile where the change password option is not enabled.

Fig 7.1.5.3 Guest’s my profile

7.2 User Group ManagementUser Group consists of group of users and different user groups can be associated with one or multiple collections so as to associate users with collections. The admin group for each collection will be separate and author, user and guest groups can be associated with one or many collections. The association of these groups can be with the collections on the same level i.e. having same parent collection and the sub-collections. The user can be associated with one or many user groups.

The admin group for the collection gets created with the creation of collection itself. If the Admin is creating the collection, that admin will be by default associated with that admin group. If the Power Admin is creating the collection, the admin group will get created but there will be no users associated with that collection.

The author, user and guest groups do not get created with the collection by default but they can be explicitly added. There is one default guest group to which all the collections getting created is associated. If the Power Admin/ Admin wishes, the collection can be de-associated from the default guest group.

The user group has to be associated with at least one collection. Without a collection, no user group can exist. The collection can have at the max four user groups each having different roles. No collection can have multiple same groups with same role.




The Power Admin is having the User Group Management menu as below. Fig 7.2.1 shows menu of User Group Management for Power Admin.

Fig 7.2.1 User Group Management-Menu for Power Admin

The Admin is having the User Group Management menu as below. Fig 7.2.2 shows the menu of User Group Management for Admin.

Fig 7.2.2 User Group Management-Menu for Admin

7.2.1 Add User Group

The new user group can be added from here. For adding the collection, the Power Admin/ Admin must first select the collection. The group being added will be associated with the selected collection. Fig 7.2.1.1 shows the Add User Group screen.




Fig 7.2.1.1 User Group Management-Add User Group

While adding the group in the system, the group name, role of the group, description and user assignment can be added.

After selecting the collection, system will suggest which all roles’ group can be added with the selected collection. Selecting the role, the system will suggest the default name of the user group. The default name of the group is <Collection-Id>-<Role> Group. The description can be added by the Power Admin/ Admin. The Assign Users select box will have options of Unassigned Users and the name of the groups having same role as selected earlier. Selecting the Unassigned Users, system will give the list of users who are not associated with any of the collection. Selecting the user group name, system will give the list of users associated with that particular group. This way user can be associated with multiple user groups.

If mailing facility is enabled, as soon as the user group gets added, the concerned persons (as per the mailing configuration selected by Power Admin/Admin) get notified via email. See section Mail Configuration for more information

7.2.2 Modify/Delete User Group

This link gives the Power Admin/ Admin the functionality to list the user group and to modify or delete them. The select collection drop down has the options of ‘All Collections’ and different collection names. Selecting the ‘All Collections’ would list all the user groups associated with all the collections and selecting the particular collection name, will list the associated user groups with the selected collection. The ‘All Collections’ differ from admin to admin. It means All Collections on which the admin has access and not really all collections present in the system. For Power Admin, All Collections is all collections present in the system. Fig 7.2.2.1 shows the List User Group screen where a particular collection is selected and all the groups associated with that particular collection is shown.




Fig 7.2.2.1 User Group Management-List User Group

7.2.2.1. Modify User Group

The user group can be modified to add new users or collections to the group as well as changing the name or description of the group. The role of the group can’t be changed.

7.2.2.1.1 Modifying the Admin Group

Fig 7.2.2.1.1 User Group Management-Modify Admin Group

When the Power Admin or Admin tries to modify the Admin group, the users can be added to the group as well as name and description of the group can be changed but no more collection can be associated with the admin group. Each collection will




have its own admin group. Fig 7.2.2.1.1 shows the modification screen for Admin group.

The right combo box shows the associated users. Users can be de-associated from the group by selecting from the right combo box and moving them to left combo box. Changing the drop down value of Assign Users, appropriate users will be shown in the left combo box and if required users can be associated by selecting them from the left combo box and moving them to right combo box.

If the logged in Admin is modifying the admin group, he will not be able to see his own name in the associated user’s list while modifying so he can’t remove his own mapping from the admin group. Only Power Admin can remove his mapping.

7.2.2.1.2 Modifying the Author/ User/ Guest Group

Fig 7.2.2.1.1 User Group Management-Modify Author/ User/ Guest Group

When the Power Admin/ Admin tries to modify the author/ user or guest group, the group name and description can be modified as well as the user assignment and collection assignment can be changed. New users and/ or collection can be assigned and old users and/ or collection can be removed. Fig 7.2.2.1.1 shows the modification screen for Author, User and Guest group.

The right combo box shows the associated users. Users can be de-associated from the group by selecting from the right combo box and moving them to left combo box. Changing the drop down value of Assign Users, appropriate users will be shown in the left combo box and if required users can be associated by selecting them from the left combo box and moving them to right combo box.

For collection association- de-association, first select the collection and then move to right or left respectively. Right combo box shows the associated collections.

If mailing facility is enabled, as soon as the user group gets edited, the concerned




persons (as per the mailing configuration selected by Power Admin/Admin) get notified via email. See section Mail Configuration for more information

7.2.2.2. Delete User Group

User groups can be deleted from the list of user groups. The Delete link is provided against each user group name.

The author and user group can be deleted by clicking on the link. If the collection has separate guest group, it can be deleted in the same way. The Admin group gets deleted at the collection deletion time only.

Default guest group can’t be deleted. It can only be modified.

If there is a situation that the user associated with the user group is associated only with the group being deleted and not with any other group, the role of that user will be null after the deletion of the user group, that user will fall under the category UnAssigned users in the system then and will be visible to all admins and Power Admin,

If mailing facility is enabled, as soon as the user group gets deleted, the concerned persons (as per the mailing configuration selected by Power Admin/Admin) get notified via email. See section Mail Configuration for more information

7.2.3 Function Assignment

The function to role assignment is dynamic meaning the Power Admin can decide which functionality to be given to which role. For the assignment to be made, there is a select box from which the Power Admin can select a particular module or All modules. Selecting a module will list out the list of functions belonging to that particular module. Fig 7.2.3 shows the Function to Role Assignment screen where a particular module is selected.

Fig 7.2.3 User Group Management – Function to Role Assignment

The Power Admin can change the function assignment and click on Save to save the mapping in database. There are some check-box which are disabled, for the




purpose of not to be given that functionality to that role.

Here the hierarchy of the function to role mapping follows. Higher the role, more are the functionalities. It simplifies the truth that if user role is having access on say ‘A’ functionality, the author and admin will be by default having that functionality. If admin is not having access on say ‘B’ functionality, all the lower roles author/ user and guest will not have access on it.

Note: The change in menu for different users will only be visible after the tomcat restart.

7.3 Collection ManagementSome of the Collection related activities like Add Collection, Modify Collection, Index Collection and Copy Collection are available under the Collection Management menu.

Fig 7.2 Collection Management Menu

7.3.1 Add Collection

New collections could be added to Wizdom Tree by using the Add Collection option. Users can add collection based on function role mapping. Collections are added at the root level. A collection could be added within any of the existing collections. If mailing is configured then an email is triggered to the power admin and to the user as per the configuration done for that collection about notifying that the collection being added.

Click here to see how to configure mailing facility

User has to do following operations to add collection-

1. Selecting parent collection 2. Providing collection name3. Selecting workflow(for more details please click here)4. Selecting templates(for more details please click here)

Two or more collections cannot have same name at same hierarchy level.




Fig 7.2.1 Add Collection Menu

When user selects workflow, a “View Workflow” link will be shown. User can view the diagrammatic representation of the workflow by clicking “View Workflow” link. Page displaying template details will be shown on clicking “View” link for a particular template. On clicking “Add Collection” button, collection will be added as a child to parent collection.

7.3.2 Modify Collection

The collections currently present in Wizdom Tree are listed when the Modify Collection option is selected. Collections can be deleted or modified based on the function role mapping. If admin can delete collection then logged in user with admin role can delete collections assigned to him/her. If mailing is configured then an email is triggered to the power admin(s) and to the user as per the configuration done for that collection about notifying that the collection being modified.




Fig 7.2.2 Modify Collection Menu

User can click on edit or delete button provided at action column to edit or delete collection respectively,

7.3.2.1. Edit Collection

Here, logged in user can edit collection. The user can change the collection name, change workflow and select new templates. Templates which were already assigned to collections cannot be removed. When user changes the workflow for collection and if collection contains some article yet to be published then that article will follow previous workflow assigned to collection. If mailing is configured then an email is triggered to the power admin and to the user as per the configuration done for that collection about notifying that the collection being modified.





Fig 7.2.2.1 Edit Collection Menu

Clicking the update collection button will cause the collection to be modified.

7.3.2.2. Delete Collection

Deleting the collection would result in deletion of all the KB Articles present in the collection. It also deletes all the sub collections inside a collection and all the KB articles inside the sub-collection too. If mailing is configured then an email is triggered to the power admin(s) and to the user as per the configuration done for that collection about notifying that the collection being deleted.





Fig 7.2.2.1 Delete Collection Menu

The first table shows the list of sub-collections associated with collection selected for deletion along with the number of articles in the sub-collections. The second table displays all the articles that are in selected collection and its sub-collections.

7.3.3 Index Collection

Published articles in a collection can be manually indexed through Index Collection. Indexing needs to be performed after KB Articles have been added to collections so that they are available for search.

Fig 7.2.3 Index Collection Menu




To be indexed column shows count of published articles in a collection and total documents columns shows count of total articles in a collection.

7.3.4 Copy Collection

Replica of collection can be created through Copy Collection. While copying collection articles that are published will be copied. Un-published articles will not be copied. If mailing is configured then an email is triggered to the power admin and to the user as per the configuration done for that collection about notifying that the collection being copied.


Copying a Collection is useful in many ways. For example

For a new product model or a Line of Business (LOB) which is exactly similar to the existing one, the existing Collection structure alone or the entire KB Articles could be copied to support the new model or LOB.

Newer version of the same software which contains the already existing features and something additional.

Fig 7.2.4 Copy Collection Menu

Checking the “Copy only structure of the collection” checkbox will copy only the structure of collection and does not copy the KB Articles existing in the collection.

7.4 Caption ManagementCaptions are the headers or fields that appear in the KB article. By studying the knowledge content in different AVM and Support Environments, Wizdom Tree has come up with appropriate captions which would suffice in most of the projects. But the user can also add new captions based on the requirements of his project or




environment. There are easy ways to manage captions and customize them. Add Caption and Modify Captions are the functions available under the Caption Management menu.

Fig 7.3 Caption management

7.4.1 Add Caption

Captions can be added through Add Caption. Caption name and caption descriptions are all the details we need to add a new caption to the Wizdom Tree database. Once added it is available under the list of captions while creating new templates or editing the templates. A caption name cannot contain special characters like / \ // \\ : * ,

If mailing facility is enabled, as soon as the caption gets added, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility

Fig 7.3.1 Caption management – Add caption

7.4.2 Modify Caption

This gives a list of captions that are currently present in the Wizdom Tree database. The list gives details about the caption like caption Id, name, type and actions that could be performed with the captions like Edit or Delete.




Fig 7.3.2 Caption Management - Modify caption

Note - Captions can be edited or deleted only if they are not used in any of the collections.

7.4.2.1. Edit Caption

A caption which is not used in any of the collection till now could be edited. A caption could be edited for its description. If mailing facility is enabled, as soon as the caption gets edited, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility

Fig 7.3.2.1 Caption Management - Edit caption

7.4.2.2. Delete Caption

A caption which is not used in any of the collection till now could be deleted.

E.g. – Technology in the below screen shot.




Fig 7.3.2.1 Caption Management - Delete caption

The caption gets deleted just with a confirmation from the user. If mailing facility is enabled, as soon as the caption gets deleted, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility

7.5 Template ManagementTemplate contains list of captions. Logged in user can create templates and assign captions to it. By default, Wizdom Tree provides two templates-

Exception Knowledge How To Procedure

Templates can be modified or deleted provided that they are not assigned to any of the collection.

Fig 7.3 Template management




7.5.1 Add Template

Templates can be added through Add Template option. Template name, template descriptions and set of captions are all the details we need to add a new template to the Wizdom Tree database. Once added it is available under the list of templates while creating new collections or editing the collections. A template name cannot contain special characters like / \ // \\ : * ,.

Fig 7.4.1 Template management – Add template

7.5.2 List Template

This gives a list of templates that are currently present in the Wizdom Tree database. The list gives details about the template like template Id, name and actions that could be performed with the templates like View or Edit or Delete.

Fig 7.4.2 Template Management – List Template

Note - Templates can be deleted only if they are not assigned to any of the collections. If collection is deleted, still the template is not eligible for deletion.




7.5.2.1. View Template

Template details can be viewed by clicking View action. Details like template name and captions assigned to that template will be shown.

Fig 7.4.2.1 Template Management – View Template

7.5.2.2. Edit Template

A template which is not assigned to any of the collection till now could be edited. A template could be edited for its name or for the description or for assigning captions.

Fig 7.4.2.2 Template Management - Edit template




7.5.2.3. Delete Template

A template which is not assigned to any of the collection till now could be deleted.

E.g. – Drill Down Template in the below screen shot.

Fig 7.4.2.3 Template Management - Delete template

Note - Templates can be deleted only if they are not assigned to any of the collections. If collection is deleted, still the template is not eligible for deletion.




7.6 Alert ManagementThe alert facility helps allow the user to find quick information related to any ongoing process. The ongoing process could be personal or related to any application.

The Power Admin and administrators of the system can create the alerts. Also they can create the alert for the future date and re-new the expired alert.

The users, to whom the alert is intended, are able to see the alerts running on the right panel. Also they can have more details about it on clicking the alert name or on the ‘More’ link.

7.6.1 Add Alert

The Power Admin or administrators of the system can add the alerts.

After adding the alert name, description and the starting and ending date range can be added as per the need.

Also the alerts can be made never ending meaning it will be running forever just by clicking on the check-box provided there.

User mapping for the alert:

Power Admin:

The Power Admin will be able to see the whole list of users available in the system.

Admin:

The list of admin/ author and user will be with respect to the collections in which user is having an admin role.

Clicking on the ‘Add’ button, the alerts will be added in the system and till 48 hours it will be marked as New in the right panel.

Minimum time for which the alert can be added is 15 min.

If mailing facility is enabled, as soon as the alert gets added, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility




Fig 7.4.1 Alert Management – Add Alert

7.6.2 Show Alert

The show alert feature facilitates the user to view the complete details of the alert. The details are in read-only format.

To see the alert, the user can click on the title of the alert which is shown in the List Alert/ Modify Alert screen.

Also the View All Alert button has been provided, which enables the user to view the list of all the alerts present in the system. These alerts can be live and running in the system or have expired or alert created for the future date but not deleted from the system.




Fig 7.4.2 Alert Management – Show Alert

7.6.3 Search Alert

The search feature facilitates the user to search for any specific alert.

The search is made on all alerts present in the system. They can be running, expired but not deleted from the system or the alerts which will start in future.

The search can be performed on the title of alerts, description of the alerts or on both.

Fig 7.4.3 Alert Management – Search Alert




7.6.4 Modify Alert

The alerts can be modified by the Power Admin or the administrators of the system.

If the Power Admin/ Admin of the system clicks on the Modify Alert, the list of all the alerts gets shown. Among which the running alerts will have the modify option against the title of the alert.

The Power Admin can modify all the alerts running in the system. The admin can modify the alerts which are created by him/ her.

With the help of Modify Alert, the title, description, date range, user mappings for the alerts can be modified.

If mailing facility is enabled, as soon as the alert gets modified, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility

Fig 7.4.4 Alert Management – Modify Alert

7.6.5 Renew Alert

The renew alert facilitates the Power Admin/ administrators of the system to renew the alerts which are expired.

The Power Admin can renew all the alerts of the system and the administrators of




the system can renew the alerts which are added by him/ her.

The ‘Re-new’ feature gets available once the alert gets expired. It can be seen in the Modify Alert screen. Against the name of the expired alert title ‘Re-new’ option is provided.

With the help of Re-new Alert, the title, description, date range, user mappings for the alerts can be modified and the alert will be considered live and running again.

If mailing facility is enabled, as soon as the alert gets renewed, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility

Fig 7.4.5.1 Alert Management – Re-new Alert link




Fig 7.4.5.2 Alert Management – Re-new Alert

7.6.6 Delete Alert

The delete alert facility is provided to the Power Admin and admins of the system.

The Power Admin can delete any alert of the system and the admins of the system can delete the alerts added by him/ her.

The alert can be deleted during its running time as well as after its expiry. The deleted alerts will not be shown in the list of alerts.

If mailing facility is enabled, as soon as the alert gets deleted, the concerned persons (as per the mailing configuration selected by Power Admin) get notified via email. Click here to see how to configure mailing facility




Fig 7.4.6 Alert Management – Delete Alert




7.7 Import System DataThis facility helps user to import entire data present in one system to another. This facility also helps to import the older version WizdomTree data.

User can import following types of data using “Import System Data” functionality.

1) User data : contains user related information2) Caption data : contains caption related information3) Template data : contains templates and its assigned caption related information4) Collection & Article data: contains collections and article related information.

Fig 7.7.1 Import System Data Menu

When user clicks on System Management -> Import System Data menu, System asks user to upload excel files.

Fig 7.7.2 Import System Data – Import file upload screen




User can perform import operation in the following ways:

a) User can import single excel file.

b) With the help of zip format, user can upload more than one exported excel files by making one single zip file which contains all the excel files.

After uploading the zip file, User can check the statistics of uploaded file.

Fig 7.7.3 Import System Data – Import file validation screen

System provides following information of the uploaded import file statistics:1) Excel file name: name of the uploaded file.2) Description : type of data the uploaded file is containing.3) Total Sheet : total sheet(s) present in excel file.4) Record in Excel : total record(s) available in excel file.

Import operation is started when user clicks on “Import Data” button on Import File statistics page.

During the Import operation, user can check the file processing statistics.




Fig 7.7.4 Import System Data – Import file processing statistics screen

If any error occurs during import operation, user can check the log files reside on path “$tomcat_folder/webapps/wizdomtree/resources/log/ImportSystem.log”Using ImportSystem.log file, user can check the type of error occur during import operation.

Fig 7.7.5 Import System Data – Import file error screen




After successful import operation, user can see the below screen shot

Fig 7.7.6 Import System Data – Import operation completion screen

Note: It is recommended not to import only user’s data as the role of the users in the sheet will be imported in the new system without the mapping to different groups which leads to the inconsistency in the system.




8.0 Configuration ManagementThe Configuration Module takes care of various configurations in the system in terms of Mail, LDAP, Reporting and Automation of various processes in the system.

Fig 8.0 Configuration Management Menu

8.1 Mail ConfigurationMail Configuration facility is given for quick notification about the latest happenings of the system. For mailing facility to be enabled the SMTP Port must be opened. The various steps to enable Mailing facility are shown as below.

8.1.1 Configuring Mailing Facility

For configuring the mailing facility, first the SMTP server credentials are verified and stored in the system.

Clicking on the Mail Configuration, a check-box would appear for enabling mail sending facility. If the Power Admin checks this check-box, three text boxes will appear named as Power Admin’s Email ID (value filled from the database), Mail Server URL and SMTP Port (25 by default).

The Power Admin can change the Email ID and should provide the Mail Server URL and SMTP Port (if needed). Upon clicking on the Submit button, the system tries to connect with the mail server URL provided by the Power Admin.




Fig 8.1.1.1 Configuring Mailing Facility

If it successfully gets connected with the Mail Server URL, a ‘Welcome Mail’ gets triggered to the Power Admin. If not, the system alerts the Power Admin asking him to correct the Mail Server URL (if there is any typo) or to save in Database for further use (if the Mail Server URL is correct but SMTP Port is closed).

Fig 8.1.1.2 Failure while connecting to mail server

8.1.2 Editing Mail Server Credentials

The Power Admin can edit the mail server credentials which were earlier saved in the database. Clicking on Validate, again the system tries to connect with the mail server. Clicking on Disable, the mailing facility would be disabled deleting the server credentials from the database.




Fig 8.1.2.1 Editing Mail Server Credentials

8.1.3 Configuring mailing facility for different events

Once the server credentials are validated, the different events for which the mails would be generated would be shown in a tabular format with a checkbox for Admin, Author, User and Corresponding User against each event. Default configuration for each event would be shown.

This configuration of different events would be taken into account for sending mails.

The Corresponding User is the concept of making him aware of the event happening besides the Admin, Author, User mapping.

E.g. The Corresponding User in Add Collection is the user who is adding the collection.

The Corresponding User in the Edit Collection is the user who had created the collection.




Fig 8.1.3 Configuring Mailing facility for different events

8.1.4 Disabling Mailing Facility

If Power Admin wants to disable the mailing facility, he/ she can go to Mail Configuration menu from the Configuration Management and click on the Disable button. Clicking on Disable button, the mailing facility would be no longer available for any event and all the mailing related properties would be deleted from the database.

8.2 LDAP ConfigurationThe Power Admin has the facility to configure the Light Weight Directory Access Protocol (LDAP). This is Cognizant’s active directory which contains the information of its employees. This facility allows the existing user of Wizdom Tree to login into it with the help of their network credentials.

Wizdom Tree allows only one LDAP to be configured.

8.2.1 Configuring LDAP

For configuring LDAP, the Power Admin can go to LDAP Configuration from the Configuration Management menu, first it shows the current status of LDAP configured with the radio button selected. To add the LDAP configuration by clicking on yes radio button, various text boxes would be displayed.

The description of various fields is as below.




1) LDAP URL: The URL of the LDAP to which you wish to connect.

2) LDAP Port: The Port Number of the LDAP directory.

3) LDAP Base Name: The searchbase name representing the organization in the LDAP directory. E.g. ou=cognizantusers,dc=cts,dc=com

4) LDAP Appender: The appender added to user Id field. E.g. @cts.com

5) LDAP Node for Employee Name: Node representing employee name in the LDAP directory. E.g. : cn

6) LDAP Node for Mail: Node representing employee email address in the directory. E.g.: mail

7) LDAP Node for Telephone Number: Node representing employee telephone number in the directory. Eg: telephonenumber

8) LDAP User Id field: Node representing the unique id representing the employee. E.g.: samaccountname

9) LDAP User Name: The user name required for logging in to LDAP directory.

10) LDAP Password: The password required to login in to LDAP directory.

Note: It only provides a read only access to the LDAP directory.

Fig 8.2.1 Configuring LDAP

While configuring LDAP, if some value provided is incorrect, system alerts the Power Admin at the same instance. If all values are correct then only the system will




allow the values to store in the database.

8.2.2 Editing LDAP Configuration

At any point of instance, Power Admin can edit the existing LDAP configuration as well as delete the LDAP configuration.

Fig 8.2.2 Editing LDAP Configuration

8.2.3 Disable LDAP Configuration

To disable the LDAP Configuration, the Power Admin can click on the No radio button and save it. This will disable the LDAP Configuration keeping the values intact in the database. This helps to re-enable the configuration wherever needed in the future.

8.3 System ConfigurationPower Admin can update the system properties such as default Wizdom Tree password, password age etc through System Configuration.




Fig 8.3 System Configuration

8.4 Process AutomationProcess Automation is the feature to automate the major activities which can be done by the system offline without affecting the normal operation going on. The scheduled time to run the process is 12:00 am.




Fig 8.4 Process Automation

8.4.1 Automate Approval

The Power Admin can make the approval notification enabled with this facility.

There are instances where some problems/ articles have been uploaded by the user but due to some reason, it has not been approved.

In this case, if the facility of automate approval is enabled, the system will first wait for the threshold value for pending/ complete articles to be reached and send a notification mail to admin/ author at the interval of 24 hours.

9.0 Audit TrailThis section deals with the internal monitoring of the WizdomTree, its usage, and the richness of the KB Articles and so on. The major functions available are the Article Audit, Search Audit and System Audit. By default, these functionalities are available to admin and power admin. If user role “author” has access to a collection and if admin sets up rights for author then even author can check the statistics of the system.




Fig 9.0 Audit Trail

9.1 Article Audit TrailArticle Audit gives the details and statistics of the articles in WizdomTree.

Fig 9.1 Article Audit Trial

9.1.1 Article Added Audit Trail

The Article Added Audit trail generates reports on the details of the KB articles that the users have posted to various collections. There are a lot of filters available like date, collection and article status.

Fig 9.1.1.1 Added Article Audit Trail – Filter screen

On Clicking “Show Report” button, added articles report will be shown. If user selects article status as “Published” then an optional field for providing publishing time in days will be shown.




Fig 9.1.1.2 Article Added Audit Trail – Published status

Fig 9.1.1.3 Article Added Audit Trail – Report screen




9.1.2 Article Deleted Audit Trail

The Article Deleted Audit trail generates reports on the details of the KB articles that are deleted. Filters like date and collection are available.

Fig 9.1.2.1 Article Deleted Audit Trail – Filter screen

On Clicking “Show Report” button, deleted articles report will be shown.

Fig 9.1.2.2 Article Deleted Audit Trail – Report Screen




9.1.3 Article Feedback Audit Trail

The Article Feedback Audit trail generates reports on the KB articles’ feedback. Filters like date, collection and star rating are available.

Fig 9.1.3.1 Article Feedback Audit Trail – Filter screen

On clicking “Show Report” button, articles’ feedback report will be shown.

Fig 9.1.3.2 Article Feedback Audit Trail – Report screen




The star rating is calculated as (Total Score)/(Number of Feedbacks)

9.1.4 Most Accessed Article Audit Trail

The Most Accessed Article Audit trail generates reports on the details of the KB articles that are most accessed. Filters like date, collection and top ‘N’ articles are available.

Fig 9.1.4.1 Most Accessed Article Audit Trail – Filter screen

On Clicking “Show Report” button, most accessed articles report will be shown.

Fig 9.1.4.2 Most Accessed Article Audit Trail – Report Screen




9.1.5 Least Accessed Article Audit Trail

The Least Accessed Article Audit trail generates reports on the details of the KB articles that are accessed less number of times. Filters like date, collection and top ‘N’ articles are available.

Fig 9.1.2.1 Least Accessed Article Audit Trail – Filter screen

On Clicking “Show Report” button, least accessed articles report will be generated.

Fig 9.1.2.2 Least Accessed Article Audit Trail – Report Screen




9.2 Search Audit TrailSearch Audit Trail generates report on the details of the searches performed by any user.

Fig 9.2 Search Audit Trail

9.2.1 Total Search Audit Trail

The Total Search Audit Trail generates report on searches made by user on daily, weekly, monthly or yearly basis depending on the provided date range.

If date range is less than or equal to seven days, then report will be generated day wise.

If date range is greater than seven days and less than or equal to thirty days, then report will be generated week wise.

If date range is greater than thirty days and less than or equal to 365 days, then report will be generated month wise.

If date range is greater than 365 days, then report will be generated year wise.

Fig 9.2.1.1 Total Search Audit Trail – Filter screen

On Clicking “Show Report” button, report displaying total searches made by user during specified date range will be shown.




Fig 9.2.1.2 Total Search Audit Trail – Report screen

9.2.2 Maximum Search Audit Trail

The Maximum Search Audit Trail generates reports on searches made within specified date range.

Fig 9.2.2.1 Maximum Searches Audit Trail – Filter screen

On Clicking “Show Report” button, report containing search count with specified date range will be shown.




Fig 9.2.2.2 Maximum Search Audit Trail – Report screen

9.2.3 Most Accessed Search Query Audit Trail

The Most Accessed Search Query Audit Trail generates report on the details of most accessed search query. Filters like date, collection and top ‘N’ Search Query are available.

Fig 9.2.3.1 Most Accessed Search Query – Filter screen

On Clicking “Show Report” button, most accessed search query report will be shown




Fig.9.2.3.2 Most Accessed Search Query - Detail Search Statistics

9.3 System Audit TrailThe System Audit Trail generates report on the details of various activities performed in the system like collection added, collection deleted, user added, user deleted, etc. Filters like date, collection, audit item and action are available.

Following tables shows available audit items and their corresponding actions:-

Audit Item Available Action

Template

Create Modify Delete

Collection

Add Modify Delete

User

Reactivate Add Modify Delete

Group

Create Modify Delete

Caption

Add Modify Delete




Fig.9.3.1 System Audit – Filter Screen

On Clicking “Show Report” button, report for selected audit item and action will be shown.

Fig 9.3.2 System Audit – Report Screen




10.0Dictionary PopulationThis section gives the complete details of the creation, usage, management, Import and Export of dictionaries present in Wizdom Tree.

Fig 10.1 Dictionary Management Menu View

10.1 Basics of Dictionaries in WizdomTreeDictionary is a collection of words in specific language. WizdomTree maintains 4 different types of dictionaries that will be useful in getting better search results.

Stop-Word Dictionary is a collection of words which will not be considered while searching for relevant documents.

For example, if “is” is populated as Stop-Word and Search Query is “What is WizdomTree” then while retrieving search result query will become “What Wizdom Tree” and relevant search results will be displayed.

WizdomTree installation comes with 673 words populated as Stop words.

Domain Term Dictionary is a collection of words and their description in given domain; here domain can be related to project for which WizdomTree has been installed.

For example, if “OTC” is populated as Domain Term with description as “Over the Counter “ and Search Query is “What is OTC”. While browsing through search result, if user hovers over word OTC, a popup containing word description i.e. “Over the Counter” will be displayed.

Abbreviation Dictionary is a collection of words and their abbreviation/ acronym description.

For example, if “BFS” is populated as Abbreviation with abbreviation/ acronym description as “Banking and Financial Services“and Search Query is “What is BFS”; here Search result will show articles containing word BFS alone and containing word Banking and Financial Service alone and containing word BFS as well as Banking and Financial Services.

Synonym Dictionary is a collection of words and their synonyms. One word can have more than one synonym. But Wizdom Tree will not accept cyclic synonyms.

For example, if “add” is populated with “append as synonym, here user cannot add append as term in synonym dictionary.

Here, if “add” is populated with “append as synonym and Search Query is “will




you add this”; here Search result will show articles containing word add alone and containing word append alone and containing words add & append.

10.2 How to Populate DictionaryThe Populate Dictionary option allows the user to browse, populate and publish new terms to the dictionaries. Also, displays Overall Dictionaries Health.

Figure 10.2 shows Dictionary Health for Sample Application. It displays Number terms generated by adding KB Article in system (Total terms in KB Article). Also, displays published counts for individual dictionaries Synonyms, Abbreviation, Domain Term and Stop Words & Total Published Term Count.

Fig 10.2 Dictionary health

If user clicks on any of hyper link, user will be moved to browsed dictionary page for selected dictionary type.

10.2.1Browse Dictionary

Dictionaries in WizdomTree are classified into 4 types.

1. Synonym Dictionary

2. Abbreviation Dictionary

3. Stop word Dictionary




4. Domain Word Dictionary

The browse dictionary is used to list the terms available in a particular or all dictionaries. A user can select multiple dictionaries or any single dictionary. If the user does not select any dictionary then by default “All dictionaries” is selected. But user cannot select all dictionaries with any other dictionary type.

Fig 10.3 Browse dictionary selection panel

Figure 10.3 shows Browse dictionary selected panel in WizdomTree. On selection dictionary type and pressing browse button, the terms present in the dictionary are listed as show in figure 10.4 and upon clicking a particular term; the property page for that particular term is displayed as shown in figure 10.5.

Also, user can enter search term in Search Box and pressing search button will fetch matching terms from dictionary or page will display message that no matching term found.




Fig 10.4 Term List from sample synonym dictionary

Fig 10.5 Property page for dictionary term add




In property page 3 options are given to classify word as either as Stop Word, Abbreviation or Domain Term. The user has to specify the type of the word and press publish button. If the word is chosen as a Stop Word, then all the other options are grayed out.

WizdomTree runs through the Standard English dictionary as well as through pool of documents and comes up with possible candidates. These are displayed in the Suggested Synonyms List at the left side of the screen. The words in Pink are those that are suggested by Standard English Dictionary and are also present in the document pool of KB Articles. The words in Black are those suggested by the Standard English Dictionary and not found in any KB Articles.

In a rare case if the synonym does not exist in the list, there is an easy way to insert new synonyms for the selected word using the Add New button.

Upon clicking the Publish button the entries get published in the respective dictionary chosen by the user.

If user decided to categories given word as either Abbreviation or Domain Term, user has to select desired dictionary type and enter description.

Users can UN-publish given word from dictionary by pressing UN-Publish button.

10.2.2Publish Dictionary

Browse dictionary also allows us to edit the already published terms in the dictionary, but publish dictionary functionality can be used to publish new terms in the dictionaries.

There are two selection criteria for obtaining word list as shown in figure 10.6; first is an importance criterion (TF, DF, and TF/DF) and second is number of terms to be obtained. Upon clicking the Get Terms button WizdomTree comes up with the terms which are sorted in decreasing order of importance criterion at the left side box. Upon clicking a word the property page for that particular term opens up along with a lot of other details like its TF, DF and TF/DF, Part of Speech. There is also a search box where the terms available could be searched.




Fig 10.6 Publish dictionary selection panel

Importance Criteria: Could be Term frequency or Document Frequency or Term Frequency/Document Frequency. This is a measure of the relative importance of the term in a pool of documents. The importance criterion is by default Term Frequency/Document Frequency.

If user select “Allow Automatic Publishing” then the changes the user has made for the current term is automatically saved and published when user clicks the next term. If this check box is not enabled then all the changes made to current term would not be saved and not published if the user clicks on the next term from the left side panel. In this case the user would be prompted whether he wants to save the changes made for the term, if yes then the term gets published in the respective dictionary.

Clicking on get terms after selecting the various criteria, the term list appears and on clicking on any term the property page for publishing the term appears on the right side of the list as shown in figure 10.7.

Fig 10.7 Term selection panel

Publishing is then the same way as it is done in the Browse Dictionary option. Click here to go there.

Here, Pink color depicts word is already published in dictionary, use can either unpublished or edit these words; Blue color depicts that words is yet to published in dictionary.




Add new terms to dictionary

Publish dictionary allows the user to publish the terms which appear in KB Articles by presenting them in term list. But if the user wants to add some extra terms into the published dictionary then “add new terms” feature could be used.

Fig 10.7 Add new term to dictionary panel

The user can write in a word (one word at a time) in the given text box and click on add new term button. This would open the same property page like in browse or publish dictionary for entering the details of the term. The system would also fetch any possible suggested synonyms for the term.

Publishing is then the same way as it is done in the Browse Dictionary option. Click here to go there.

10.3 How to Export DictionaryThe Export Dictionary option allows user to export contains of particular dictionary in Excel Sheet of MS-EXCEL 2003 format.

Fig 10.8 Export dictionary panel




Here, user has to select dictionary type (Synonym, Abbreviation, Domain Term or Stop Word) and press export button. After successful export operation, a link for exported file will be shown, refer figure 10.9.

Fig 10.9 Export dictionary panel with link for exported file

For future references, downloaded file will be kept in “dataDir/dictionary” folder in Wizdom Tree application. Name of file will be Dictionary Type and Time stamp at time of export operation. For example Synonym_2009_06_08_09_29_17.xls

On clicking link for exported dictionary, user can either save excel sheet in desired location or can browse through terms present in dictionary.

10.4 How to Import DictionaryThe Import Dictionary option allows user to import terms in particular dictionary.

User has to download template for particular dictionary (Synonym, Abbreviation, Domain Term or Stop word) from Import Dictionary Panel as shown in figure 10.10.

These Templates are Excel Sheets of MS-EXCEL 2003 format. Sample Template has been shown in figure 10.11




Fig 10.10 Import dictionary panel

Fig 10.11 Sample Dictionary Template for Synonym dictionary




User has to enter to type in required details such as Term and Term Synonym (in case of Synonym dictionary import) in appropriate columns after header row(starting from second row in excel sheet).User should not modify column header name and excel sheet name. Then on Import dictionary Panel select desired dictionary type & select modified Excel sheet containing new terms and press Submit Button. On successfully dictionary import operation success message will be displayed on screen along with link for details of import operation as shown in figure 10.12.

Fig 10.12 Import Dictionary Success Panel view

If user selects link for details of import operation, new popup window will open displaying details of import operation as shown in figure 10.13.




Fig 10.13 Import Dictionary Statistics Panel View

Here, Import Count depicts the number of term present in excel template, added count depicts number of term successfully added / modified in given dictionary and rejected count depicts number of terms not added to dictionary due to rejection criteria. Also, it show successfully added terms and rejected terms row number in excel sheet if any of term is rejected.

Term can be rejected if any of row column value is left blank. Synonym can be rejected if it is cyclic synonym. For example, if Term add is added along with synonym append then append cannot be added in synonym dictionary.

While, adding entries in Excel template, user should not modify header column name and excel sheet name, otherwise WizdomTree will not accept excel sheet for import operation.

For future references, import statistics file will be kept in “dataDir/dictionary” folder in WizdomTree application. Name of file will be Dictionary Type and Time stamp at time of export operation. For example Synonym_2009_06_08_09_29_29.html




11.0System FeedbackThere is a feedback mechanism from which the system feedback of WizdomTree is captured. There is an option for capturing the feedback in terms of content, navigation, appearance, usability, overall feedback. There is an option for storing the suggestions provided by the users as well. Clicking on the “Feedback” option on the top right corner of the screen shows the feedback screen. Once a feedback is posted by the user and mailing is configured then an email is triggered to [email protected] notifying about the feedback.

Fig 11.0 System Feedback

mailto:[email protected]




12.0 Glossary KB Article: A KB Article provides a specific solution to a specific problem or a specific

answer to a specific query» How-to KB Article: Models “How-to” knowledge.» Exception Knowledge KB Article: Models diagnostic knowledge

Collection: A logical grouping of KB Articles. Grouping may be based on module, application, platform, level of problems solved, …

Dictionary: A resource used to make text more uniform / normalized

Experience Base: The entire repository of collections

Smart Search: The label used to describe WizdomTree search

User Roles: WizdomTree has 5 user roles. » Power Admin: Has all privileges like system management, configuration

management, dynamic function-role assignment» Administrator: Has all privileges including creating collections and complete

user management, user group management» Author: Has read and write privileges on one or more collections. » Regular User: Has only read privileges on a collection.» Guest: Has only search privileges

User Group: User group is a group of users associated with one or many collection. A group can have one role. All members of a group share a single role.

Work-list: The list of in process KB articles.

Audit trail: Gives the statistics report of Search, Collection, a KB Article, User, and Group & Template.