Knowledge Managers
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Forum Posts

OLA/SLAs for knowledge

I am wondering what OLAs/SLAs/Metrics other knowledge managers are using for their knowledge?  I am working on a knowledge management process and the one area that I am having some difficulty figuring out is around metrics for knowledge.  I am thinki...

Knowledge Translation Tasks

We just turned on knowledge translations feature.  We have a group that is responsible for receiving these tasks after articles are created/edited. However in their menu they only see Knowledge Translations > My Assigned Tasks and not All Open Tasks....

laura_p by Tera Contributor
  • 713 Views
  • 4 replies
  • 0 helpfuls

Resolved! Last Review Date

Does anyone know of the "Last Review Date" field?  It is being used in one of our knowledge bases but I can't find any info on this field in the SN product docs.  The values in this field do not make sense so I am trying to get more info on this fiel...

Cari3 by Tera Contributor
  • 788 Views
  • 5 replies
  • 1 helpfuls

Short Description vs Title

Is there a benefit to using the "Short Description" field instead of "Title" field for knowledge articles?  Can both fields be used?  Would Short Description be used without Title?

Cari3 by Tera Contributor
  • 1129 Views
  • 7 replies
  • 2 helpfuls

Resolved! Why are retired articles viewable on service portal?

When using a permalink that was shared in the past, service portal users are able to see retired articles. Is this expected behavior? The same retired articles are not visible when searching by short description or KB#. How do I hide all retired arti...

Suzanne H by Giga Guru
  • 3655 Views
  • 5 replies
  • 9 helpfuls

Resolved! Document repository for content connected to Knowledge articles

As we create our HR knowledge content for HRSD, we have cases where we want to provide a link to view the full policy (without making the full policy a knowledge article) or to share content from a 3rd party (perhaps a benefits brochure as a PDF). A ...

Lori L by Tera Contributor
  • 1568 Views
  • 9 replies
  • 6 helpfuls

Knowledge Article Author Can't Edit Their Own Articles

I am curious why authors of knowledge articles can't edit their own articles. From what I can see in the ACL list, all of our ACLs are out of box. I also checked that the users have the "knowledge" role in the system. When searching for this issue, I...

Casey23 by Tera Guru
  • 1400 Views
  • 2 replies
  • 0 helpfuls
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