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Click on any table content to jump there in the document: Interactive Table of Contents Welcome to KANA Knowledge ...... 1 I. Accessing Knowledge ...... 2 II. Navigating KANA ...... 3 A. GIS – Service requests that are currently open in the City of Tulsa...... 4 B. Knowledge Search – Find information about department services...... 5 C. Tulsa Community Services – Quick information on city services for any address in Tulsa...... 6 III. Further Assistance ...... 6
Having KANA Knowledge available to all city employees will help achieve several of the principles in the City of Tulsa “Customer Service Principles Plan” • Knowledge – “Knowledgeable employees are empowered to deliver excellent customer service.” o KANA Knowledge is a tool that will empower employees to find the answers to citizens’ questions • Accessibility – “We provide services and facilities that are easy to use and meet our customers’ needs.” o Empowering employees to be responsive to our citizens’ concerns or direct them to the correct place on their first contact with the city. • Consistency – “We use efficient, consistent, and effective approaches to meet customer expectations.” o Utilizing one knowledge database source ensures citizens will receive the same answer from all employees. • Transparency – “We ensure that our adopted laws, policies, guidelines, standards and processes are up to date and accessible to all." o With a central Knowledge location all employees will be able to access the most up to date information and standard operating procedures. • Professionalism – “We listen to our customers and treat them with dignity and respect.” o Allows all employees to exceed the citizen’s expectations. • Empathy – “We do our best to see the interaction from their perspective.” o Empower employees to take ownership and meet the needs of citizens as they make their requests.
Thank you for choosing to learn KANA Knowledge and providing world-class customer service to the citizens of Tulsa. 2
I. Accessing Knowledge
You must use Chrome instead of Internet Explorer. If you do not have Chrome let IT know and they will get it for you.
It is best to bookmark this link for future use: http://t1itpcrment1.main.cityoftulsa.org:8080/lagan/uwa/home/main.html
Sign in with your Windows network login Username and Password, fig. #1.
(fig. #1)
Every city employee should have access to KANA Knowledge. If you have any difficulty signing in, please contact [email protected] and we will investigate. Please include in the subject “Knowledge Sign-In Error” and a snapshot of the dialog box if possible.
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II. Navigating KANA
The next window has a top and bottom section, fig. #2. Since 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.
(fig. #2)
This will leave you more room to view the knowledge resources, fig. #3.
(fig. #3)
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.
(fig. #4)
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There are three resources of information:
A. GIS B. Knowledge Search C. Tulsa Community Services.
A. GIS – Service requests that are 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]
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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. (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].)
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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 is their trash day, 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 email [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.