We already have three separate knowledge bases, and I am creating a new 4th area or a segregated section within the three using Knowledge Blocks (KBlocks).
We currently don't have this collector turned on. As the area where I am developing content for a 24x7 operations center, it is imperative that I know if content needs to be updated and what any suggested modifications might be.
As an add-on, it would be great to see those star ratings, but less important. Here are my two solutions:
Option 1
We could turn on the collector, but my concerns for doing this are:
- It would impact all writers in our org
This method would generate doc tickets that would age in our system, bringing down our team's overall ticket closure speeds (it has happened to me before using Remedy).
Option 2
Alternatively, we could just put a "button" at the top of each article with a link to a general email to our team that would go to a general email account where at least two people would monitor (in case of turnover), and all comments, changes, etc. would be sent to that email and fixed asap.
Does anyone have any other suggestions or comments? I look forward to hearing any ideas.
Thanks,
Lin
