Automation within the Knowledge Process

[RogueFader]

Hello

The knowledge process has been handed to me, much to my fright as my area is Incident/MI and Problem.

I've been asked to look at our process and see what areas could be automated.

We currently do have some basic automation, such as system generated emails to inform authors their KB is due for review with X amount of days, but in regards to the overall process of knowledge management I'm at a loss.

I was hoping to get a few pointers from others who may have more automated processes as part of Knowledge within their organisations.

Thanks in advance.

[andreababch]

We use Flagging so IT people can alert of issues with an article and also made sure they triggered tasks to the Author. We also are implementing reminders for approval every few days to avoid delays (if you use approval flow). We also implemented tasks for feedback left on user facing articles if a low score to make sure the Author gets it and take action. We also started using "Report Knowledge Gap" so Tier 2 team can report things that can be solved or need knowledge. This is all to reduce load on Knowledge Manager as much as possible or it can be a lot of manual reaching out to SME or App Owner and reporting and follow-up to create new kba needed and maintain the KB(s).

[RogueFader]

Hi and thanks for your response. So at the moment, if people have issues with an article, they can leave a comment or mark it as useful or not. We also have KFTs, so comments can be assessed and the KB reviewed where required, although I'm not sure about the workflow for this, I do want to step away from system generated emails to state KBs are due to expire, although in what form yet I'm not sure how these reminders will be sent, but I'd certainly like to move away from email, as people just don't read them or they have rules where SN emails are filtered.

On incidents, we do have a box 'create new knowledge article' within the resolution field, however they need a bit of work as it's basically just resolution details.

I'm not sure what else on our current process is in scope for automation.

Can you tell me more about the 'report knowledge gap'? As it is, I've created a KB for 'no knowledge available' in which I'll review to look for knowledge gaps, which itself is going to be a manual job to assess which is valid for a new KB to be created.