Article authoring
Turn a useful answer into a structured draft with the context readers need.
Knowledge Base Platform
Give customers answers your team can stand behind.
Knowledge base software for reviewed articles, secure self-service search, content gaps, helpfulness feedback and versioned publishing.
Current
| Title | Summary | Audience | Content Type | Published At | Reading Minutes |
|---|---|---|---|---|---|
| Current av-521 | SMM-721 | Public | HowTo | 17 Sep | 100 |
| Current av-768 | SMM-808 | InternalOnly | Troubleshooting | 09 Sep | 110 |
| Current av-552 | SMM-347 | Public | Reference | 17 Sep | 20 |
| Current av-756 | SMM-324 | InternalOnly | Policy | 10 Sep | 95 |
| Current av-242 | SMM-122 | Public | FAQ | 07 Sep | 25 |
| Current av-306 | SMM-440 | InternalOnly | ReleaseNote | 17 Sep | 5 |
Illustrative records derived from the system specification.
Built around your customer questions
Knowledge managers, support leaders and subject-matter experts building a customer help center.
- Defined tables
- 25
- Operational views
- 15
- Defined roles
- 8
- Reports
- 8
Defined in the planned system specification.
What’s inside.
Knowledge base software for reviewed articles, secure self-service search, content gaps, helpfulness feedback and versioned publishing.
Review and publishing
Approve the exact article revision and publish a frozen version.
Search and self-service
Help customers and support agents find the current answer they can access.
Content gaps and feedback
Turn unanswered searches and reader feedback into accountable content work.
Knowledge maintenance
Keep review dates and broken-link work visible after publication.
Helpdesk and insights
Reuse support answers and measure what happened after customers read them.
Give customers answers your team can stand behind
Current
| Title | Summary | Audience | Content Type | Published At |
|---|---|---|---|---|
| Current av-521 | SMM-721 | Public | HowTo | 17 Sep |
| Current av-768 | SMM-808 | InternalOnly | Troubleshooting | 09 Sep |
| Current av-552 | SMM-347 | Public | Reference | 17 Sep |
| Current av-756 | SMM-324 | InternalOnly | Policy | 10 Sep |
| Current av-242 | SMM-122 | Public | FAQ | 07 Sep |
| Current av-306 | SMM-440 | InternalOnly | ReleaseNote | 17 Sep |
PendingSMEYou
- AAS-30692 ART-10367 430
- AAS-35098 ART-38889 410
- AAS-65747 ART-77063 930
- AAS-32240 ART-28726 720
- AAS-74123 ART-86847 500
AAS-30692
- Article
- ART-10367
- ReviewRound
- ARR-41764
- SubmittedRevision
- 430
- Sequence
- 70
- Reviewer
- ATH-1630
- Status
- Pending
Approve technical review waits for the subject matter expert.
PendingComplianceYou
- AAS-25749 ART-71499 940
- AAS-64401 ART-55228 90
- AAS-79197 ART-34202 820
- AAS-63635 ART-12290 290
- AAS-42135 ART-84382 580
AAS-25749
- Article
- ART-71499
- ReviewRound
- ARR-16759
- SubmittedRevision
- 940
- Sequence
- 20
- Reviewer
- ATH-8855
- Status
- Pending
Approve compliance review waits for the compliance reviewer.
YouStatusDraftChangesRequested
StatusInReviewChangesRequestedApprovedPublishedCancelled
StatusOpenInProgressResolvedArticleCreatedWontFix
Approved
| Review Number | Article | Submitted Revision | Submitted By | Submitted At |
|---|---|---|---|---|
| ARR-50518 | ART-54946 | 400 | ATH-7425 | 05 Sep |
| ARR-77789 | ART-74700 | 480 | ATH-2122 | 29 Sep |
| ARR-35070 | ART-60165 | 300 | ATH-1548 | 15 Sep |
| ARR-70001 | ART-17210 | 830 | ATH-4725 | 11 Sep |
| ARR-14580 | ART-20075 | 960 | ATH-3320 | 22 Sep |
| ARR-90833 | ART-10496 | 510 | ATH-6567 | 24 Sep |
Open
| Article | Article Version | URL | Failure Reason | Detected At |
|---|---|---|---|---|
| ART-56116 | AV-3936 | URL-478 | NotFound404 | 07 Sep |
| ART-26592 | AV-4734 | URL-794 | Forbidden403 | 25 Sep |
| ART-92716 | AV-9189 | URL-113 | ServerError5xx | 11 Sep |
| ART-12085 | AV-8787 | URL-987 | Timeout | 21 Sep |
| ART-64189 | AV-7888 | URL-729 | DNSFail | 22 Sep |
| ART-71522 | AV-1913 | URL-536 | Other | 26 Sep |
ResultCount = 0Recorded
| Executed At | Query Normalized | Audience Scope | Source | Viewer Type |
|---|---|---|---|---|
| 13 Sep | QN-938 | Public | HelpCenterPortal | Customer |
| 21 Sep | QN-117 | Internal | HelpdeskWidget | Agent |
| 08 Sep | QN-104 | Public | API | Anonymous |
| 09 Sep | QN-625 | Internal | HelpCenterPortal | Customer |
| 05 Sep | QN-611 | Public | HelpdeskWidget | Agent |
| 24 Sep | QN-762 | Internal | API | Anonymous |
CurrentPublic
| Title | Summary | Content Type | Published At | Reading Minutes |
|---|---|---|---|---|
| Current av-790 | SMM-949 | HowTo | 05 Sep | 15 |
| Current av-212 | SMM-438 | Troubleshooting | 10 Sep | 85 |
| Current av-838 | SMM-522 | Reference | 17 Sep | 60 |
| Current av-445 | SMM-960 | Policy | 10 Sep | 80 |
| Current av-887 | SMM-440 | FAQ | 05 Sep | 120 |
| Current av-374 | SMM-824 | ReleaseNote | 12 Sep | 55 |
YouInProgress
| Gap Number | Query | First Seen At | Last Seen At | Status |
|---|---|---|---|---|
| CG-45345 | QRY-424 | 05 Sep | 10 Sep | InProgress |
| CG-48301 | QRY-544 | 09 Sep | 13 Sep | InProgress |
| CG-35549 | QRY-833 | 22 Sep | 26 Sep | InProgress |
| CG-68091 | QRY-669 | 25 Sep | 01 Oct | InProgress |
| CG-10753 | QRY-664 | 22 Sep | 30 Sep | InProgress |
| CG-98844 | QRY-600 | 11 Sep | 16 Sep | InProgress |
Live
| Article Number | Title | Owner | Last Reviewed At | Review Due Date |
|---|---|---|---|---|
| ART-86318 | Draft art-405 | ATH-1444 | 20 Sep | 24 Sep |
| ART-57896 | InReview art-696 | ATH-9606 | 21 Sep | 24 Sep |
| ART-49903 | ChangesRequested art-119 | ATH-2180 | 15 Sep | 18 Sep |
| ART-23854 | Approved art-872 | ATH-1737 | 12 Sep | 20 Sep |
| ART-21601 | Published art-318 | ATH-3676 | 09 Sep | 15 Sep |
| ART-25225 | Archived art-963 | ATH-6394 | 29 Sep | 08 Oct |
OutcomePendingOutcomeNoTicketObservedTicketCreatedAnywayUnknown
| Event ID | Article Version | Observation Start | Observation End | Connector Coverage |
|---|---|---|---|---|
| EI-340 | AV-9325 | 12 Sep | 17 Sep | Complete |
| EI-494 | AV-2626 | 23 Sep | 02 Oct | Incomplete |
| EI-351 | AV-1923 | 19 Sep | 28 Sep | Unknown |
| EI-387 | AV-5711 | 20 Sep | 22 Sep | Complete |
| EI-247 | AV-1958 | 10 Sep | 17 Sep | Incomplete |
| EI-807 | AV-2824 | 15 Sep | 22 Sep | Unknown |
Livehelpful count > 0
| Article Number | Title | Owner | Helpful Count | Not Helpful Count |
|---|---|---|---|---|
| ART-30546 | Draft art-277 | ATH-2717 | 64 | 34 |
| ART-72404 | InReview art-771 | ATH-4353 | 64 | 15 |
| ART-22552 | ChangesRequested art-956 | ATH-7091 | 20 | 30 |
| ART-91378 | Approved art-900 | ATH-4293 | 98 | 12 |
| ART-59153 | Published art-512 | ATH-7788 | 52 | 37 |
| ART-83574 | Archived art-997 | ATH-9130 | 50 | 28 |
Article != null
| Author | Article | Action | Occurred At | Notes |
|---|---|---|---|---|
| ATH-9668 | ART-22326 | Created | 26 Sep | Created ac-752 |
| ATH-1399 | ART-63136 | Edited | 15 Sep | Edited ac-310 |
| ATH-7545 | ART-16088 | Reviewed | 11 Sep | Reviewed ac-334 |
| ATH-2670 | ART-18908 | Approved | 19 Sep | Approved ac-599 |
| ATH-8972 | ART-98380 | Published | 27 Sep | Published ac-466 |
| ATH-1995 | ART-98226 | Archived | 08 Sep | Archived ac-260 |
Keep the live answer and its history connected
Article Engagementdrill-down
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
opens Top Helpful Articles →| Article Number | Title | Owner | Helpful Count | Not Helpful Count |
|---|---|---|---|---|
| ART-30546 | Draft art-277 | ATH-2717 | 64 | 34 |
| ART-72404 | InReview art-771 | ATH-4353 | 64 | 15 |
| ART-22552 | ChangesRequested art-956 | ATH-7091 | 20 | 30 |
| ART-91378 | Approved art-900 | ATH-4293 | 98 | 12 |
- Draft
- InReview
- ChangesRequested
- Approved
- Published
- Archived
- Deprecated
- ArticleNumber
- ART-30546
- Title
- Draft art-277
- Owner
- ATH-2717
- HelpfulCount
- 64
- NotHelpfulCount
- 34
- HelpfulRatio
- 0.6531
ownerKB Manager
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections and approval states follow the authored specification.
From a useful question to a trusted answer
Give customers answers your team can stand behind.
Illustrative previews from the system specification.
-
01
Draft the answer
Prepare a clear answer from the right template while customers keep reading the current published version.
Draft to published answer -
02
Review technical accuracy
Have the assigned Subject Matter Expert check the exact revision. Complete a separate Compliance Reviewer decision when policy requires it before publishing.
Approve the technical accuracy of the frozen article, audience and supporting media. Required compliance review remains a separate decision.
Draft to published answer -
03
Publish the version
Publish the approved answer and its supporting content together, preserving the version history.
Draft to published answerReview NumberArticleSubmitted RevisionSubmitted By -
04
Help customers find it
Show the same current, permitted answer in search, direct links and the Helpdesk widget.
Search to useful answer -
05
Learn from feedback
Connect helpfulness and unanswered searches to scoped content work with a real owner.
Content gap to reviewed update -
06
Keep it current
Review overdue answers and investigate broken links without treating draft edits as published corrections.
Content gap to reviewed update
Review the answer before it reaches customers
Decision checkpoints where approval stays with your team.
Review technical accuracy
Approve the technical accuracy of the frozen article, audience and supporting media. Required compliance review remains a separate decision.
Draft to published answerKeep access, review and publication consistent
Human approval and system automation have different jobs.
Review technical accuracy
Approve the technical accuracy of the frozen article, audience and supporting media. Required compliance review remains a separate decision.
A clear role for every contribution
KB Manager
Owns knowledge coverage, required review policy and publishing decisions.
Author
Drafts and maintains assigned knowledge articles.
Subject Matter Expert
Checks assigned submitted articles for technical accuracy.
Compliance Reviewer
Checks required assigned content under the configured review policy.
Support Agent
Searches approved knowledge while helping customers.
Customer
Finds and rates current public answers.
TitleSummaryAudienceContent Type
Internal Only
Viewer
Reads permitted internal knowledge without authoring responsibilities.
See where your knowledge needs attention
Start with the question. Follow it to the records behind the answer.
Drill-down
Article Engagement
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
View Top Helpful ArticlesSource view · Illustrative records
Article NumberTitleOwnerHelpful Count
List report
Search Effectiveness
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
View Search No ResultsSource view · Illustrative records
Executed AtQuery NormalizedAudience ScopeSource
Internal
Drill-down
Content Gaps Funnel
ContentGaps by Status: Open → InProgress → ResolvedArticleCreated / WontFix, with median time-to-resolve and total observed Frequency. Drills from gap to the resolving Article.
View Content Gap BoardSource view · Illustrative records
Gap NumberQueryAudience ScopeAssigned To
Internal
List report
Deflection Rate
Daily / weekly / monthly NoTicketObserved count divided by (NoTicketObserved + TicketCreatedAnyway). Pairs the KB read volume against the Helpdesk ticket-create volume from sessions that touched the KB. An observed session outcome, not a causal ticket-saving or ROI claim. Unknown/incomplete windows are excluded from the resolved rate and reported separately.
View Self-Service ObservationSource view · Illustrative records
Event IDArticle VersionObservation StartObservation End
List report
Article Lifecycle
Median days from Draft to Published, time spent in each Status, count of ChangesRequested round-trips per Article. Surfaces authoring-pipeline bottlenecks at the SME and Compliance steps.
View Article LifecycleSource view · Illustrative records
Review NumberArticleSubmitted AtDecided At
List report
Stale-Article Health
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
View Article Review CalendarSource view · Illustrative records
Article NumberTitleOwnerLast Reviewed At
Drill-down
Author Contribution
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
View Author ContributionsSource view · Illustrative records
AuthorArticleActionOccurred At
Edited
List report
Broken-Link Health
Open BrokenLinks per Article and per Owner, with StatusCode breakdown (404 / 403 / 5xx / Timeout / DNS) and average detected-to-resolved time. The compliance-and-quality hygiene report.
View Open Broken LinksSource view · Illustrative records
ArticleArticle VersionURLFailure Reason
Forbidden403
Configure your knowledge base with Proto
Let your AI agent help with everyday work. Set its permissions during setup and keep approvals with your team.
- Helpdesk knowledge promotion
- Connectionin and out
- Search and help-center delivery
- Connectionout
- Governed media storage
- ConnectionPublishedMedia · out
- Ticket-event observation
- Connectionin and out
- Link checks and notifications
- Connectionin and out
- Agents
- Your agentWorks within the permissions you assign
Your agent works within the permissions you assign.
List the work that needs attention. Keep the approval with the assigned reviewer.
Download agent Agent setup guide$ curl -fsSL https://www.erp.ai/skill.md
› open Knowledge Base Platform and list records waiting on review technical accuracy
Question to trusted answer · records listed with owner and age
› approve the first one at review technical accuracy, as its approver
Approval requiredWaiting for the assigned reviewer
Your questions, answered.
How the system works, what you can configure and how to get started.
How do I get started?
Select Start now to create your account. Explore the system specification, or use Proto to configure it for your business.
Can I edit an article while customers read the current answer?
Yes. The working draft is separate from the current published version. Customers keep the approved answer until the replacement is reviewed and published, unless KB Manager deliberately withdraws it.
Who approves an article?
The assigned Subject Matter Expert reviews technical accuracy. A separate Compliance Reviewer also decides when the frozen policy requires it. KB Manager publishes only after all current required steps are approved.
Can old approvals carry over after a change?
No. Changing a returned or withdrawn packet creates a fresh review round. Decisions bind to the exact revision, including audience, tags, links and media.
Can customers see internal articles through search or attachments?
No. Search, snippets, direct links, media and related targets apply the same current public/internal restrictions. An internal-only category ancestor cannot be overridden by the article.
What if an article has no feedback?
Its helpfulness ratio remains unavailable, and it still appears for review when its due date arrives. Low-rating alerts require both the configured threshold and enough observations.
Does a Helpdesk resolution publish automatically?
No. It can propose one draft with a structured external reference. An eligible author must prepare it, remove customer-specific information and complete the normal review and publishing process.
Does the self-service report prove tickets were prevented?
No. It reports whether a ticket was observed in a complete correlated reading window. Missing event coverage stays unknown, and agent/widget use is measured separately.
Implementation
Configure the reader audience, knowledge owners and publishing process.
Read the implementation plan- 01
Map the knowledge library
Your team: KB Manager. Choose the customer questions, internal topics, categories, templates and owners. Keep US English as the authoritative locale for this scope.
Your team - 02
Configure review and access
Your team: Admin and KB Manager. Map authenticated authors, specialists and publication owners. Freeze required compliance conditions, audience restrictions and media policy.
Your team - 03
Publish a reviewed pilot
Your team: KB Manager. Test one complete draft through assigned SME and any required compliance review. Verify a returned round, stale approval, repeated publish and unchanged prior live answer.
Your team - 04
Verify the reader path
Your team: KB Manager. Check search snippets, direct routes, attachments, related targets and widget access for public and internal readers. Withdraw a version and confirm every delivery path respects it.
Your team - 05
Connect observations and maintenance
Your team: KB Manager. Enable scoped gaps, version-specific feedback, due-date review and bounded link checks. Test missing ticket-event coverage before relying on complete-window self-service measures.
Your team
Pricing
The base account and ordinary manual work in ERP.AI's official interface are $0. Viewing, searching, creating, editing, approving, deleting and exporting records in that interface do not consume read or write credits. There is no per-user fee.
Machine work: external API-key requests, imports, workflows, agents and scheduled jobs. Successful external API-key reads and writes use the operation rates below. Starting a managed execution from the interface still starts that metered service.
Pricing and account rules| Machine work | Included per $1 of credit |
|---|---|
| List/filter or get record calls | 20,000 |
| Search or aggregate calls | 4,000 |
| CSV or PDF exports | 100 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| File upload in MB | 2,000 |
| Workflow runs | 2,000 |
| Code-node compute beyond included in CPU-sec | 12,000 |
| Agent executions | 2,000 |
| Scheduled jobs or webhook activations | 20,000 |
Read and write rates apply to successful external API-key requests. Ordinary manual work in the ERP.AI interface is $0.
prepaid creditsSmallest pack $5, purchased credits never expire.
Explore the complete system.
Follow the operating model from the process to the people, records and decisions behind it.
Industries
Reference
Roles and permissions
Separate drafting, specialist review, publication and reader access.Reports and analytics
Read content coverage, quality and observed use with the right evidence.Data model
Keep working drafts, exact review rounds and published snapshots distinct.Integrations
Connect Helpdesk knowledge, search and media without mixing record ownership.Implementation
Configure the reader audience, knowledge owners and publishing process.Agent reference
Use Proto to configure article ownership, review policy and self-service access.
