Give customers consistent answers while specialists govern accuracy.
Service organizations 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.
A service help center may cover preparation steps, troubleshooting, policy and frequently asked questions. Templates keep the answer structure consistent while the assigned author supplies the actual operating knowledge. The category owner and current review policy determine which specialist needs to inspect the submitted revision before it can move toward publication.
Changes requested by an SME or required Compliance Reviewer return the article to the author and start a fresh round after revision. A prior approval does not follow a changed audience, attachment or instruction. KB Manager publishes only after the current required decisions are complete, preserving what was live and who reviewed it.
Every live article retains its review date, including answers that receive no helpfulness ratings. An unchanged-version review needs a manager confirmation; a changed answer follows publication review. Link-check observations distinguish an actual correction from a temporary external failure and do not declare a draft edit to be a repaired customer experience.
Customer ratings and unanswered searches can create a clear content backlog. Public and internal questions stay separate, and a gap resolves only when its published answer is accessible to that audience. Historical comments and ratings stay with their actual versions, giving the team evidence for improvement without exposing private ticket details in general guidance.
Make responsibilities visible
Review the exact proposal
Connect feedback to work
Maintain answers after the launch
Same records, same gates. The configuration changes how the process runs for this team.
Approve technical review waits for the subject matter expert.
Approve compliance review waits for the compliance reviewer.
| 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 |
Owns knowledge coverage, required review policy and publishing decisions.
Drafts and maintains assigned knowledge articles.
Checks assigned submitted articles for technical accuracy.
Checks required assigned content under the configured review policy.
Turn a useful answer into a structured draft with the context readers need.
Keep review dates and broken-link work visible after publication.
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.
Help customers and support agents find the current answer they can access.
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.
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.
ContentGaps by Status: Open → InProgress → ResolvedArticleCreated / WontFix, with median time-to-resolve and total observed Frequency. Drills from gap to the resolving Article.
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.
Related questionYes. 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. Changing a returned or withdrawn packet creates a fresh review round. Decisions bind to the exact revision, including audience, tags, links and media.
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.
