Help customers find product, order and service answers they can use.
Commerce and customer-care teams need answers that remain useful as products, services and customer questions change. Configure the shared knowledge workflow around the readers, specialists and publication boundaries your team actually owns.
Customers may need product instructions, account help, preparation guidance or a policy explanation. Use clear templates and categories with helpful summaries so readers can choose an answer before opening it. The current published version supplies the search snippet and body, while drafts remain in the author workspace until reviewed.
Published attachments, images and related answers form part of the reviewed article. Changing a draft file cannot silently alter a live instruction. Current audience restrictions apply when a reader opens a target, including a formerly public answer moved under an internal area. Withdrawn material is removed from search and direct delivery without deleting its history.
A no-result query is an observation to investigate, not automatic proof that another article is needed. KB Manager can assign the gap or close irrelevant work with a reason. An internal answer does not resolve a public gap, and an article created from a support resolution must remove customer-specific details before normal specialist review.
Helpfulness uses the actual version and a declared observation window. Small or absent feedback does not become an invented score. A complete correlated read window can show whether a ticket was observed afterward; a missing event feed remains unknown. Keep those outcomes beside search, content coverage and maintenance work to decide what to improve next.
Keep supporting material reliable
Organize around the customer question
Read outcomes honestly
Learn from the missing answer
Same records, same gates. The configuration changes how the process runs for this team.
| 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 |
| 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 |
Owns knowledge coverage, required review policy and publishing decisions.
Drafts and maintains assigned knowledge articles.
Searches approved knowledge while helping customers.
Checks assigned submitted articles for technical accuracy.
Turn a useful answer into a structured draft with the context readers need.
Help customers and support agents find the current answer they can access.
Turn unanswered searches and reader feedback into accountable content work.
Approve the exact article revision and publish a frozen version.
Reuse support answers and measure what happened after customers read them.
Keep review dates and broken-link work visible after publication.
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.
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.
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.
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.
Related questionThe 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.
Related questionNo. 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.
Related questionIts 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.
Related questionNo. 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.
Related questionNo. 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.
Related questionKeep setup guides and troubleshooting answers aligned with product changes.
Give customers consistent answers while specialists govern accuracy.
Help customers find product, order and service answers they can use.
