KANA Knowledge Guide

Click on any table content to jump there in the document: Interactive Table of Contents Welcome to KANA Knowledge ...... 1 I. Accessing Knowledge ...... 1 II. Navigating KANA ...... 2 A. GIS – Service requests currently open in the City of Tulsa...... 3 B. Knowledge Search – Find information about department services...... 4 C. Tulsa Community Services – Quick information on City services for any address in Tulsa...... 5 III. Further Assistance ...... 5

Having KANA Knowledge available to all city employees will help achieve several of the principles in the City of Tulsa “Customer Service Principles Plan.”

I. Accessing Knowledge

Please note: You must use Chrome instead of Internet Explorer. If you do not have Chrome let IT know and they will get it for you.

Bookmark this link for future use: http://t1itpcrment1.main.cityoftulsa.org:8080/lagan/uwa/home/main.html

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Every City employee should have access to KANA Knowledge. If you have difficulty signing in, please contact [email protected]. Please include in the subject “Knowledge Sign-In Error” and a snapshot of the dialog box, if possible.

II. Navigating KANA

The next window has a top and bottom section. Because you will not need the top section, which is used to work KANA cases, you can minimize it by clicking the arrow in the middle.

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This will leave you more room to view the knowledge resources.

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Click on the Ribbon Icon. If you do not see the Ribbon Icon, then you have not been added to the Active Directory group and you will need to contact IT Service Desk again.

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There are three resources of information:

A. GIS B. Knowledge Search C. Tulsa Community Services.

A. GIS – Service requests currently open in the City of Tulsa.

Citizens asking if there’s an open request on a property can be found in GIS by moving the map with the mouse and zooming in and out with the + and – to the area of interest.

If the location has:

• A symbol: There are several types of symbols (red arrows below) and you can click them to display case details of the open request (white box below). • No symbol: You can inform the citizen there are no open requests at this time. The citizen can report through multiple channels: o Dial 311 (8am-5pm M-F) o Online at Tulsa311.com (24/7) o Tulsa311 mobile app (24/7) o Email at [email protected]

B. Knowledge Search – Find information about department services.

Enter a search word or phrase like “pothole” (1) and click Search (2). A list of articles with that word or phrase will appear. Click the link of the article (3) to view. Note: Links to “Information Only” and “Service Request” will not work. They only work for Agents.

*If you find an article needs to be updated or would like to add an article to the database, please email your request to [email protected]*

*Your network ID may be asked again for the Knowledge database*

C. Tulsa Community Services – Quick information on City services for any address in Tulsa.

Enter an address to find services within a mileage-given radius. The slide ruler adjusts the radius. You can find many services like community centers, museums, post offices, libraries, what day someone’s trash day is, etc.

III. Further Assistance

If you need further assistance, have technical issues or would prefer one-on-one training, please contact your department’s Business System Liaison (Brianne Brown or Kycia Davison) or send an email to [email protected].

If you would like to report a correction to an article or would like to add an article(s) to the database, please email [email protected] with the topic and your contact information, including department.