This is where all the knowledge gained from a variety of different sources is held. It is a dynamic library and central repository of solutions to many different problems and is designed to grow in both size and applicability. Knowledge can be configured to be viewed through the intranet portal or web by technicians and end users alike.

Web portal access - individual knowledge records can be made available to end users via the web portal module
Fully searchable - using Lotus Notes in-built search engine, all knowledge items can be full text searched, including attachments
Integrated with Incident Management Module - technicians are automatically guided to appropriate knowledge records for similar issues

Makes sure that knowledge gained from resolving issues is captured
Enables learning to be shared between technicians and end users