Best Practice when article has multiple levels of reader
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08-12-2024 08:30 AM
@Ashley Snyder - Just found your best practice presentations from 2023 and they are so helpful! I have a few more specific questions.
1. What's best practice if you have one issue that may require additional levels of readers beyond end users and Servicedesk - example: Outlook issue - audience a) Outlook end users b) Servicedesk c) Level 2 support because the fix is something only they can do. I know you mentioned it's best practice to use one article for both end users and Servicedesk to avoid duplicate information. Use knowledge blocks to control who can see what. Does the same hold true if there are additional layers of IT support?
2. Is it best practice to have one knowledge base for all technical articles or multiple?
3. Is it best practice to have dedicated trained knowledge contributors or do companies often allow a wide audience to create content?
4. Any recommendations on implementing the Known Error process within Knowledge Management and Problem Management to ensure a consistent end user reader experience?
Thank you!
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08-14-2024 08:16 AM
Hello, if you are using custom knowledge article templates, you can lock down each field to a specific user group. This would give you a single article, with guidance for all users, but each user would only see the field you want them to see.
