The major issue here is we are trying to build out a new knowledge structure and I've created KBs for each of our main IT towers, to handle both agent and "customer" (non-IT folks) articles. Having one customer facing KB creates a big headache of who owns this, and then the approval group will be large. Our platform team as recommended us NOT use a category-level approval path due to customizations and increasing technical debt to maintain the workflows, new fields needed etc. So we're going with one approval group per Knowledge base and the approvers will just have to receive all approval notifications and look to the category to understand if they need to approve it, or someone else in the group. So we have a slight pivot in the management of articles, but it is how we're moving forward. With this in mind, I need help on how we separate agent vs. customer articles? By role? Specifically with AI in mind - how can we setup our knowledge bases to ensure customers get answers they need and agents/IT people get what they are looking for.
