Knowledge Base Workflow

The Knowledge Workflow is the process of how information flows from creation to publication. We capture knowledge, create it, then have it reviewed, organized, categorized, and published. The goal is to create a smooth, efficient flow where valuable knowledge is used by all and not lost (or trapped in someone’s head). Having the Knowledge workflow helps us manage the Knowledge process easily and efficiently.

Create a Knowledge article

Before creating a new article, search the existing knowledge articles to make sure one does not already exist for the issue.

• Draft article is created (using a template)
• Knowledge Article is In Progress
• The Knowledge Team then reviews the article for accuracy. (Is the formatting correct, are there any spelling errors, do the links work?)
• The article is then ready to be “Reviewed” by a “Technical Reviewer”. (assign the article to a technical reviewer and move to Awaiting Review)
• The article is Published

Modify a Knowledge article

• Article is in Edit status (draft).
• Knowledge Article is in Progress.
• Save the article.
• The article is then ready to be “Reviewed” by a “Technical Reviewer” (only if major changes. Minor changes it can be Republished).
• The article is Published.

Approving and Publishing a Knowledge article

• Article is Awaiting Review or Ready to Publish status.
• Technical review must be done on the article.
• If changes need to be made, use the Assign to (Round Circle icon near the title). Add comments and assign to the author to make changes.
• Save the article.
• Ensure the visibility of the article is correct.
  • Agent and Admins means it is a private article, visible only to internal team members.
  • Everyone means it is public.
• If the article is ready to publish, choose the Publish button. (Use the down arrow next to the Save button)
• The article is Published.

The following workflow diagrams are available:

• Creating a Knowledge article Workflow
• Modifying a Knowledge article
• Publishing a Knowledge Article

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