Knowledge Base Features and Roadmap
This section provides the features requested or being worked on, along with our Knowledge Roadmap
This table provides an overview of what we are working on IN PROGRESS
| Feature | Status | Notes |
|---|---|---|
| Draft article created automatically using AI/Resolved ticket | Active | 6926 |
| Add Troubleshooting information to Knowledge articles | In Discussion | in discussion with Arty Chan |
| Additional layout changes for second layer of knowledge articles. | Active | 6936 |
| Knowledge Articles added as a source to DuoChat | November 2025 | aligned November Timeframe |
| Update Search Filters - streamline. Default to Knowledge articles. | Investigating | Future Request |
| Signed in Users for Knowledge Articles | Investigating | 7183 |
| Article Feedback with comment box | Active. | 8184. |
This table provides an overview of what has been COMPLETED
| Feature | Status |
|---|---|
| Creating knowledge articles in ZenDesk interface | Phase 1 Completed May 2025 |
| Knowledge Roadmap Outlined & Shared | Completed May 2025 |
| Technical Reviewers (Knowledge Champions) added with help from managers | Completed May 2025 |
| Support Engineer, Knowledge worker Testing (Sandbox) | Completed May 2025 |
| Knowledge Section of Handbook Updated with all information. | Completed May 2025 |
| Training (all knowledge aspects) created and shared | Completed May 2025 |
| SuperForm and sync repositories deprecated | Removed May 2025 |
| Markdown not working on copy/paste | Completed June 2025 |
| What are we working on for SWIR. Provide more updates weekly | Completed June 2025 |
| KCS Dashboard Metrics (ZenDesk Guide) | Completed June 2025 |
| Add Technical Reviewers to the Skills by Subject Page | Completed June 2025 |
| Assign Knowledge Champion from Support Stable Counterpart | Completed August 2025 |
| US Government knowledge articles. | Completed August 2025 |
| Add Knowledge base link to Community Resources | Completed August 2025 |
| Level Up Training to be built around knowledge creation/Review/Etc. | Completed August 2025 |
| Promoting NEW Knowledge articles weekly - IN THE SWIR | Completed August 2025. |
| Sync Repo | Completed February 2026 |
Additional Resources
Last modified February 4, 2026: Changes for sync repo (
b88948fa)
