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- Knowledge Base Builder
- Implementation
How a Knowledge Base Builder rollout works
Start with owned articles and a real support cycle.
Choose the pilot service
Select an active service with a named owner, a recurring support question and representative incident records.
Set access and ownership
Assign the people who will write articles, review publication and handle support cases. Rehearse their access to articles, feedback and case records.
Bring in source records
Load the service, relevant assets and cases before asking an editor to turn case detail into guidance. Keep references to the intended service and people.
Publish an answer
Draft an article, move it to Review, have a person decide whether it is ready and check the published text and date.
Use and revise
Ask the service desk to use the answer in ordinary work. Record feedback, compare it with the case history and revise the article when needed.
What the customer provides
Provide the current service names and owners, the people who will maintain and review guidance, representative incidents or requests, and the procedure the first article should explain. Decide who can make the publication decision and who may read feedback comments. If event providers or an external reader channel are in scope, identify the owner and access policy for each connection.
Changing it afterwards
When a service procedure changes, check affected articles and the scheduled change outcome before editing instructions. Review a material revision with the person responsible for publication. Keep feedback attached to its article and case updates attached to their original incidents. Add categories and services in terms the team will continue to use.
Set up Knowledge Base Builder your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.