Reviewing and Updating Knowledge Base Articles

Quick Links: | Knowledge Base Goals | Content Review Reports | Timeline for Review | Process to Update Articles | 

Knowledge Base Goals

The Knowledge Base is a powerful resource for both IT professionals and end-users when it is well-organized and regularly maintained. An up-to-date Knowledge Base reduces ticket volume, provides quick solutions to common issues, and improves overall satisfaction.

This work supports the Division of Information Technology’s IT Strategic Goal:

4.2 A. Knowledge Management: Enhance knowledge management and existing tools to help end users troubleshoot independently. Improve communication, direction, and navigation within the knowledge base to increase utilization and effectiveness.

Content Review Reports

The TeamDynamix Technician Portal can generate reports showing articles that are due for review.

When creating articles, authors should always check Notify Owner of Review Date so the owning group receives reminder emails as deadlines approach.

These reports make it easier to manage the Knowledge Base content, keeping the information relevant and up-to-date. This would include archiving and deleting any unnecessary documentation.

You can find information about Creating a Knowledge Base Review Report for your TeamDynamix desktop.

Timeline for Review

  • Articles must be reviewed at least once per year. Departments may review more often if needed.
  • Articles not reviewed within the required time will be archived after a three-month grace period.
    • Example: If an article has a June 1 review date, it will be archived on September 1 if not updated.
  • Archived articles are hidden from users but remain accessible to editors for six months. During this time, editors can correct or reinstate the article.
  • After six months, the article must either be republished or permanently deleted.

This process ensures:

  • Accurate, reliable information for the campus community
  • Reduced clutter in search results
  • Clear standards for managing outdated content

Process to Update Articles

When reviewing an article, check for:

  • General information updates
  • Broken or outdated links
  • Outdated or unclear images
  • Correct metadata (tags, summary, owner, next review date)

You can also review the Feedback section at the bottom of the article. Users often report broken links or suggest clarifications. This input is valuable for keeping content current.

Once you've verified that the content is correct, update the review date:

  1. Click Edit Article. If you do not see the Edit option, please contact a Knowledge Base Admin. 
  2. Select the Settings tab.
  3. Scroll to Next Review Date and update it. The new review date should be no more than a year beyond the current date to ensure articles are reviewed regularly. 
  4. Click Save. You can then navigate back to the article to confirm that all changes have been applied. 

 Still need help? Contact a Knowledge Base Administrator for further assistance.
  
 Help us improve our Knowledge Base! Click Yes or No below, then let us know what worked — or what didn’t. Your feedback helps us improve our content and provide the best possible support. 

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