Topic 1 – What are Knowledge Objects?

▪ Understand the different types of knowledge objects:

o Fields
o Field extractions
o Field aliases
o Calculated fields
o Lookups
o Event types
o Tags
o Workflow actions
o Reports
o Alerts
o Macros
o Data models

Topic 2 – Knowledge Object Settings

▪ Define naming conventions

▪ Define role-based permissions for knowledge objects

Topic 3 – Managing Knowledge Objects

▪ Edit knowledge objects

▪ Reassign knowledge objects