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 |
|---|---|---|
| Local Repository using Markdown. Sync Repository | BLOCKED-Future | 364 |
| Add Internal comments to articles. Investigating workaround. | Active | Issue 6883 |
| Article suggestions in articles (aligned with comments. Need process) | Active | Issue 6886 |
| Flag or Fix it - aligns with Comments and suggestions | Active | Issue 7172 |
| Article Review process for relevancy. Ensures articles are up to date | Active | 6888 |
| 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 addded as a source to DuoChat | November 2025 | aligned with Dasha - November Timeframe |
| Ticket Deflection Page Updates - Doc First/KB First changes | Investigating | TBD |
| Update Search Fitlers - streamline. Default to Knowledge articles. | Investigating | Future Request |
| Knowledge Champions - Planning and Process | Ongoing | 7181 |
| Add Published articles to Slack. Provides notification of published | BLOCKED | 6885 |
| Signed in Users for Knowledge Articles | Investigating | 7183 |
| Linking Knowledge Articles to Support Tickets. | Active. | 6858. |
| 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 Reviwers 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. |
Additional Resources
Last modified October 14, 2025: Remove trailing spaces (
3643eb9e)
