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- Knowledge Base Builder
- Process
- Article publication
Article publication
A good article begins with a real service question and ends with an answer that another agent can use. Keep the case history in its support records. Keep the reusable explanation in the article. The owner and reviewer should be able to explain why the instructions are current.
Step by step
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Establish ownership Admin
Admin assigns a Knowledge Editor and Article Reviewer and confirms the article owner is an active person. Agree how categories are named before the library grows.
- Identify the person maintaining the answer
- Updates People, Knowledge articles
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Capture the support question Service Desk Agent
Service Desk Agent records the issue on an incident and writes dated updates as the investigation progresses. A problem finding may explain a recurring cause.
- Preserve case facts and dated investigation
- Updates Incidents, Incident updates, Problems
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Draft article Knowledge Editor
Knowledge Editor writes a recognizable title, category and body. Put conditions for using the answer in the body; give the article a named owner.
- Write the reusable answer and move Draft to Review
- Updates Knowledge articles
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Review article Article Reviewer
Article Reviewer reads the full answer and the related service context. The reviewer approves publication when the instructions are ready, or returns the text for revision.
- Decide whether Review becomes Published or returns to Draft
- Updates Knowledge articles, Services
ApprovalA person approves before the work moves on. -
Publish guidance Knowledge Editor
Knowledge Editor checks the final content and publication date. The team uses the article marked Published as its current guidance.
- Check owner and publication date on the published answer
- Updates Knowledge articles
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Collect feedback Service Desk Agent
A permitted reader submits helpfulness and a comment against the article. The owner reviews that response during maintenance.
- Keep a dated response with the article
- Updates Article feedback, Knowledge articles
Who does what
Roles and permissions- Knowledge Editor
- Writes, Article Reviewer makes the publication decision, Service Desk Agent contributes case context, and Admin sets access.
Set up Knowledge Base Builder your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.