KM Requirement Gathering
Overview
This document outlines the key points to consider during the requirements gathering process for new customer engagements regarding Leena KMS.
Requirements Checklist
| Topic | Questions | Responses | Comments |
|---|---|---|---|
| Multi Lingual | In what languages are the knowledge articles available in? | ||
| Multi Lingual | What languages is the Virtual Assistant supposed to handle? / In what languages should the Virtual Assistant interact with the user? | ||
| Multi Lingual | Should the search be done particular to specific language knowledge or across all knowledge articles? (Recommended approach is to search across all articles/languages) | ||
| Multi Lingual | Is translation of knowledge articles needed? (If yes, all knowledge articles should be translated by the customer) | ||
| Knowledge Source | How will Leena fetch the knowledge articles? (Manual or via connectors) | ||
| Knowledge Source | Kindly share all possible formats of knowledge articles that Leena should ingest for building the Virtual Assistant's knowledge?Formats supported: PDF, PPT, DOCX, HTML, Excel/CSV | ||
| Knowledge Source | What is the tentative number of knowledge articles? | If this is not known to the customer, work with the customer to get this to understand the overall knowledge structure better. | |
| Knowledge Source | What is the knowledge source for fetching knowledge articles?• Where are the knowledge articles housed?• Kindly mention which site/space/folder within the source we need to fetch from• Kindly mention if anything needs to be excluded within the site/space/folder based on certain metadata criteria (e.g. Tags of an article)• Kindly mention if any metadata is used to determine the expiry of the article (expired articles won't be synched). | Within the connector, ask upfront what site/space/folder/knowledge base is needed as they keep changing. Also ask if they need to exclude anything. If it is not a supported connector, ask for APIs. | |
| Knowledge Source | What is the expected sync frequency of knowledge articles? What is the specific time for sync? (Recommendation is during inactive hours) | Understand how frequently knowledge articles are updated at the customer's end. Based on that, sync frequency can be decided (e.g., should it be weekly, monthly, etc.). | |
| Knowledge Source | Do the credentials for connectors have expiry (if any)? (If so, Leena should be informed about it beforehand) | ||
| Knowledge Source | Are there any public sites that need to be crawled? | ||
| Knowledge Source | Do you have multiple instances for the same knowledge source? (e.g. Two connectors for SharePoint) | ||
| Knowledge Source - Permission | Should permissions be retrieved from the connectors? | ||
| Knowledge Source - Permission | Should customer permissions be applied based on folder path? e.g. US folder applicable to US audience)_ | ||
| Knowledge Source - Permission | Any segmentation to be done (HR/IT or country-wise)? (e.g. if there are separate connectors or knowledge articles country-wise) | ||
| Knowledge Source - Permission | Policy Hub: Is there a need to show policies in a separate web view to a manager applicable for a reportee? | ||
| Knowledge Source - Permission | Is there a need to have segmentation in the BOT? | ||
| Knowledge - Additional details | Are there any attachments in the knowledge articles? / Should we fetch responses from the attachments mentioned in a particular knowledge article? | ||
| Knowledge - Additional details | Please share any initial dump of FAQs and expected responses; this will help us fine-tune our response generation. | ||
| Knowledge - Additional details | Please share a list of common acronyms used at your organization.(e.g. TA- Talent Acquisition, BYOD- Bring Your Own Device, OTP- One Time Password) | ||
| Knowledge - Additional details | Please share contacts of people within IT, HR, Admin, etc. | ||
| Knowledge - Additional details | Please share a list of commonly used portals and their deep links._(e.g. payslip deep link) | ||
| Knowledge - Quality | Are there any duplicate/conflicting knowledge across articles (like IT, HR, Sales) and what is the criteria to choose the right knowledge articles?(e.g. source, date) | ||
| Knowledge - Personalisation | Is there any Personalization expected in the responses?If yes, on what attributes of the user should this be (e.g. band / grade / gender etc)? Also, these attributes should be available in the Employee Master in the same format as they are in the knowledge source.(Example: 'what medical benefits do I get?'- these are dependent on the user's profile like band/grade etc) |
Updated about 12 hours ago