Zurich Instance-KBA Maintenance Work in the Zurich Instance. We followed the basics but what happens

[Juli Duke]

KM Collaboration with KBA Maintenance Work in the Zurich Instance. We followed the basics but what happens if maintenance issue arise?

Readers: How many Knowledge Bases does your company have?

Taking a pole to create a better UI for our Employee UI portal. Please comment below, I would greatly appreciate any comments on your design.

First steps RIGHT?!

Contributors Keep Knowledge Clear, Current, and Useful

Why It Matters

In Zurich instance, Knowledge Base Articles (KBAs) are more than just documentation. They’re the first line of support. When contributors have the right tools and processes, they can keep articles accurate, easy to find, and genuinely helpful. That means fewer tickets, faster resolutions, and happier users.

Let’s look at how we can make KBA maintenance easier and more effective for everyone involved.

Start with the Right Access

To contribute effectively, people need the right roles:

• Knowledge Contributor – Can create and edit articles.
• Knowledge Manager – Can publish, retire, and oversee content.
• Optional: KB Approver – For teams that want an extra review step.

We use User Criteria to make sure contributors only see the knowledge bases relevant to their team. For example, HR contributors won’t see IT articles unless they’re part of both groups.

Use a Simple Workflow

A clear article lifecycle helps contributors know what’s expected:

• Draft → Review → Published → Retired

Set up automated reminders using Flow Designer

Collaborate and Improve Together

Host Regular Review Sessions

Bring together contributors, SMEs, and managers to:

• Review top-performing articles
• Retire outdated ones
• Share tips and feedback

Secondly What happens when?

Well lets face it next would be:

Track What’s Working

Use dashboards and analytics to monitor:

• Which articles are getting the most views
• How many tickets are being deflected
• Who’s contributing and reviewing

But what about creating the dynamic dashboard for each team: showing what is recommended by SN: 

Quick Checklist for Zurich Instance

Task Who How Often

Assign contributor roles	Admin	As needed
Review articles	Contributor	Monthly
Approve/publish articles	Manager	Weekly
Retire outdated KBAs	Contributor/Manager	Quarterly
Monitor feedback	Contributor	Ongoing
Run analytics reports	KM Lead	Monthly

 

So... Can Contributors See “All > My Published Articles”?

Yes... if configured correctly, contributors can absolutely see their published articles.

Here’s how:

• In the Knowledge Management Workspace or classic UI, contributors can use filters like:

  • My Drafts
  • My Published Articles
  • Articles Pending Review
  • Articles Due for Review

• These views depend on:

  • Having the knowledge_contributor role
  • Proper user criteria set for the knowledge base
  • The article being authored by the logged-in user

Tip: If contributors can’t see their published articles, check:

• The article’s author field (must match the user)
• The knowledge base’s user criteria
• Whether the article is in a published state

[Ravi Gaurav]

Hi @Juli Duke 

If Maintenance Issues Arise in Zurich Instance

• Ownership is key. Every Knowledge Base should have a designated Knowledge Manager. If issues occur (workflow stuck, articles not visible, role misconfiguration), the Knowledge Manager is the escalation point.

• Fallback mechanisms:

  • Drafts are never lost.

  • If publishing fails, the article reverts to the Review state.

  • If User Criteria are misconfigured, correcting them restores visibility. Articles are not deleted.

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How Many Knowledge Bases

• Smaller organizations: typically 1–3 KBs (IT, HR, Facilities).

• Larger enterprises: often 10–20 or more KBs (per business unit, per region).

• Best practice: Maintain fewer, broader KBs with strong categorization rather than hundreds of narrowly scoped KBs.

Contributor Visibility – “My Published Articles”

Contributors can see their own published articles if:

1. They have the knowledge_contributor role.

2. They meet the Knowledge Base’s User Criteria.

3. They are set as the Author of the article.

In Knowledge Management Workspace or the classic UI, filters such as:

• My Drafts

• My Published Articles

• Articles Pending Review

• Articles Due for Review

will show the correct records, provided the above conditions are met.

 

Maintenance Checklist for Zurich Instance

Task	Who	Frequency
Assign contributor roles	Admin	As needed
Review articles	Contributor	Monthly
Approve/publish articles	Manager	Weekly
Retire outdated KBAs	Contributor/Manager	Quarterly
Monitor feedback	Contributor	Ongoing
Run analytics reports	KM Lead	Monthly

NOTE : This data is form Zuric Documentation

[Juli Duke]

Great Information! Thank you @Ravi Gaurav!