Quick Links: | Knowledge Base Goals | Content Review Reports | Timeline for Review | Process to Update Articles |
Knowledge Base Goals
The Knowledge Base can be a powerful resource for both IT professionals and end-users when it is effectively created, compiled, and managed. A well-organized Knowledge Base can reduce ticket volumes, offer quick solutions to a range of technical issues, and enhance overall customer satisfaction. This effectiveness hinges on detailed contributions from department experts, presented clearly and systematically.
This aligns with the following 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.
Additionally, this improvement will pave the way for adopting the Knowledge Centered Service (KCS) methodology, further advancing our knowledge management practices.
Content Review Reports
The TeamDynamix Technician Portal allows for the creation of reports indicating Knowledge Base content that is due for review. Authors should select a “Notify Owner of Review Date” function during article creation that will email the owning group to alert them of an article approaching its review date.
Using these features, it should be possible to easily 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
The process of review should be maintained at a minimum of once per year, allowing departments to update the content more frequently if they need to.
Articles not reviewed within the assigned time frame will be archived, allowing a three-month grace period (e.g. June 1st review date will be archived by September 1st, if not updated). This approach eliminates inaccurate information from search results, enabling the campus community to find reliable content quickly and efficiently. Knowledge Base reviewers are also encouraged to remove any outdated information regardless of the review schedule.
Once an article is archived, it will remain in a hidden but accessible state for six months to allow for corrections or reinstatement if necessary. After six months, a decision will be made to either re-publish or permanently delete the article from TeamDynamix.
This process enhances accuracy, improves user experience by reducing clutter in search results, and ensures effective content management by providing a clear protocol for handling outdated content and maintaining an organized Knowledge Base.
Process to Update Articles
Depending on the amount of content needing to be updated, this should be a fairly quick process. The major things to check would be:
- General information updates
- Links that may be broken
- Outdated images
You can also review the Feedback Section at the bottom of the page to see if anyone has left helpful comments about things that may need to be fixed. Users often report broken links or suggest clarifications before technicians notice these issues. This feedback is valuable in making sure the Knowledge Base remains accurate and user-friendly.
Once you've verified that the content is correct, you can update the review date in a few simple steps:
- Click Edit Article. If you do not see the Edit option, please contact a Knowledge Base Admin.
- Select the Settings tab.
- 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.
- Click Save. You can then navigate back to the article to confirm that all changes have been applied.
Still need help? Contact IT Support Services for further assistance.
Please do not leave the comment section blank! Provide constructive feedback to make this page better.