Knowledge Article Management Guidelines

[slgonzales]

Good morning all! 

I'm new to the Knowledge Admin process role at my current organization and I'm reaching out to get feedback on how others are managing regular content review, KB validity (expiration) dates and retirement of articles over time. 

I want to establish reasonable timelines to ensure article content is reviewed regularly (at what time mark? yearly? quarterly?), articles are retired as appropriate, and we also want to establish reasonable expiration dates of KB articles if they are not reviewed in a timely manner. 

I'd appreciate any information that can be shared with respect to how these process policies are managed at other organizations. 

Thank you! 

[Pam Calvey · Accepted solution]

My company has about 5,000 articles and we use the 1-year default for validity review. It's up to the Document Owner group knowledge managers to decide if an article is no longer useful. If articles are not reviewed in a year they automatically retire. Knowledge Managers are told they can manually set the date to less than a year if it makes sense for the content. 

I've heard of large companies with tens of thousands of articles setting their valid-to default at 6 months, because they go through so much knowledge they can't afford to keep around non-useful articles any longer than that.

[kalyansonu5]

The articles timelines can be customized according to the companies requirement. Most of the organization's follow a default 1 year review cycle of the articles. However, there are few important articles with the teams that they want to review half-yearly. As mentioned earlier, it depends from org to org, team to team. We have a review cycle of 1 year, 2 years and 3 years as well. We send out notifications for expiry 30 days prior and a follow up after 15 and 10 days. A dashboard with all the hygiene reports is also available for the teams to have a quick look for the status of the articles.