Help with Knowledge Management Best Practices

[ASHU_1]

Hey,

So there is only one Knowledge Base with around 400+ articles, accessible to both Employees and HR, to avoid duplication from two separate Knowledge Base for each of them. But it seems the Employees have to read through a lot of content within the Knowledge Articles that is not relevant to them, so it is in plan to remove access for all Employees. 

And instead, plan to is to create content items for these (400+ articles) with a link directing employees to other portals specific to the Knowledge Article they want to refer (these are third party portal and internal as well) So, the content would be in these portals, the employees would only find the external link on ServiceNow (Employee Center). Is this plan around content items good or should we try knowledge blocks (include links for these portals) on the already available Knowledge Articles, but these blocks would be accessible to only employees and all other content to HR. In this case, there could be few re-usable blocks, but mostly a large number of blocks would be single use (so, there could be a need to create around 150-200 blocks) is it advisable to have these many blocks? any issue in long term from maintenance perspective or the best course of action would be to stick to Content Items for these 400 Knowledge articles, or a combination of both (what would be approach?) And in any scenario - blocks, content items, or both would it impact AI search capability, these should show up accurately.   

Thanks for your time and help.

[SANDEEP28]

@ASHU_1 I would say create two separate knowledge bases one for HR & one for employees. If you create separate knowledge based then you can control the visibility of it by defining user criteria in "Can read" & "Cannot Read" related list. Also you can separate approval workflow for each knowledge base. 

In AI search configuration, you need to specify both these knowledge bases. 

 If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !! 

[ASHU_1]

@SANDEEP28 Appreciate the response. However, it is decided to keep only one knowledge base accessible to HR, and Employees will refer to KArticles stored in various third party portals. So, would Knowledge Blocks or Content Items is the right approach here?