|CA Service Desk + RightAnswers Content||Last Updated: December 23, 2008|
Keyword Search (free version that comes with Service Desk) and Knowledge Tools (fully licensed version) support the import of 3rd party canned knowledge content into the knowledge base. The Knowledge Import Utility (KIT) allows users to import delimited text files and several 3rd party formats into the knowledge base.
Through this integration you can import canned knowledge into your systems to help analysts and customers resolve common questions to common products, such as Microsoft Office and Adobe Acrobat. This can be a good way to start your knowledge implementation and demonstrate its value to end users.
Additional details can be found in Appendix B: "Import Knowledge Tools Sample Data" in the CA Service Desk Implementation Guide ( r11.2, r12).