Does your team or company have rules for determining when to create a new knowledge article, when to update an existing one and when to ignore the topic?
I'd like to create guidelines I (I'm a team of one) can follow to know when a new article is required.
Do you create a new article when similar tickets are filed once every six months, or at least 2-3 times in say a 60-120 day period?
I scan support tickets every day, looking for issue trends and when I find them, using what I learn to update the current crop of articles. I'm also using Moveworks functions to do the same, though not as often. I spend most of my day in ServiceNow.
I'm also proactive in that I work with teams releasing major updates to existing software used by large groups. I do the same thing when a new product is about to be released.
