Knowledge Managers
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ownership groups and feedback tasks

For Feedback Tasks, members of the knowledge article ownership group should be able to view and work the feedback tasks.From the fulfiller view menu, members of the ownership group don’t see these menus.I see that the menu needs the knowledge role.In...

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User Criteria Best Practices

Hi everyone. I've currently been tasked with optimizing user criteria for knowledge articles. It's an HR knowledge base, but we are seeing HR criteria and user criteria from other areas (IT, catalog items, etc.) when you click on the list. Essentiall...

rosenst22 by Tera Contributor
  • 1063 Views
  • 2 replies
  • 1 helpfuls

AI KB Article Gamification Ideas

Hello folks! Our organization recently went live with the AI KB article generation feature, and we are trying to get our support agents to use it more frequently. One of the ideas we came up with was to gamify or create a monetary incentive for the q...

table of contents on a knowledge article

Not sure if this is just me, my instance of a fault. I keep getting HTML code appear in my article body. This happens if I insert a table of contents and then make the heading for the table of contents bold . When I refresh the table the table of con...

Linking ADO items to Knowledge Articles?

HelloIs there a way you could link an ADO item to a Knowledge Article so that when the ADO item's status changes, it can trigger a review of the associated article(s)?We are weeks away from launching a refresh of our core system and the "known issue"...

rebeccacook by Tera Contributor
  • 312 Views
  • 3 replies
  • 2 helpfuls

Knowledge Review - Success Determination

Hi all,  I'm looking to report, monthly, on the successful review of knowledge articles. What I mean by this is I want to report how many articles were due for review and actually had their Valid To updated for any particular month and how many elaps...

chrissteven by Mega Contributor
  • 358 Views
  • 2 replies
  • 1 helpfuls

Quality in knowledge article creation

Hi. I was wondering what others do in regards to ensuring compliance from knowledge authors in regards to the quality of their articles they create.Currently, we do have a guideline that font is a particular type and size, description is clear and ea...

RogueFader by Tera Expert
  • 1680 Views
  • 18 replies
  • 15 helpfuls
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