Provide the initial answers, reader audiences, category hierarchy, subject experts, compliance conditions, authorized publishers, review intervals, permitted media, Helpdesk source identifiers and telemetry retention policy.
Implementation
Configure the reader audience, knowledge owners and publishing process.
Implementation phases
Phase 1 · Your team
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.
Phase 2 · Your team
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.
Phase 3 · Your team
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.
Phase 4 · Your team
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.
Phase 5 · Your team
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.
Working edits advance the article revision. Submission locks every content input; changes create a new review round. Publishing freezes the exact approved snapshot. Withdrawal and tighter category policy apply immediately to readers, search and media. Keep original versions, review decisions and observed-event history.
1
Say what you need"Add a second approval above 10,000." Plain language.
2
Review the branchThe change lands on a branch with the diff and a test run.
3
ReleaseMerged into your workspace. Every user gets it.