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- Knowledge Base Builder
- Process
- Feedback and revision
Feedback and revision
Feedback is most useful when the editor can identify the exact answer a reader used. Each response links to an article and carries a helpful flag, a comment and a submission date. The owner can read those details before deciding whether the text needs a correction.
Step by step
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Collect feedback Service Desk Agent
A permitted reader records whether an article helped and adds a comment that describes the confusing step. Keep the feedback linked to the intended article.
- Attach a dated reader judgment to the answer
- Updates Article feedback, Knowledge articles
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Review the response Knowledge Editor
Knowledge Editor checks the submission date, helpful flag and comment with the current article body. Read recent support work when the comment concerns a changed service procedure.
- Find the passage the reader struggled with
- Updates Article feedback, Knowledge articles
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Check the service facts Service Manager
Service Manager or Service Desk Agent compares the question with incident updates and problem findings. Confirm whether the issue is unclear wording or an inaccurate instruction.
- Verify the operating context behind the comment
- Updates Incidents, Incident updates, Problems, Services
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Revise guidance Knowledge Editor
Knowledge Editor edits the article and keeps the owner responsible for the new text. A material change can return the article to Review.
- Correct the article body and return it to Review when needed
- Updates Knowledge articles
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Review article Article Reviewer
Article Reviewer checks the revised answer and approves the publication decision before the current guidance is used.
- Decide whether the revised answer can be Published
- Updates Knowledge articles
ApprovalA person approves before the work moves on.
Who does what
Roles and permissions- Knowledge Editor
- Owns the revision, Article Reviewer decides publication, Service Desk Agent provides reader and case context, and Service Manager verifies service facts.
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