Each equipment record can have a service delivery matrix defined with allowable combinations of Department, Provider, Service Category, and Service Problem Code. When a knowledge base article is created with the referenced values for the department, provider, service category, and service problem code, the system creates a viewable record of the association.
To view associated service delivery matrices and knowledge base articles:
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Select Operations > Call Center > Knowledge Base Articles.
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Select the knowledge base article for which to view an associated service delivery matrix, and then click the Service Delivery Matrix Equipment tab.
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View the information.