The system
How do I get started?
Click Start now, then use Proto to configure Knowledge Base Platform for your business. Set your reader audiences, categories, authors and review policy, then publish a reviewed pilot before importing the wider library.
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.
Processes and approvals
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No. Changing a returned or withdrawn packet creates a fresh review round.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.