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 article is then ready to be “Reviewed” by a “Technical Reviewer”. (assign the article to a technical reviewer)
• The article is Published (Merged)

Modify a Knowledge article

• Articles should always be reviewed. Is the content still accurate? Are the links going to the right location?
• Knowledge Article is updated (in sync repo)
• 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 (Merged)

Approving and Publishing a Knowledge article

• Technical review must be done on the article.
• If changes need to be made, alert the article author (assign to them in the MR)
• Once the article is updated, the article can be ready for publish
• The article is Published (Merged)

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