Knowledge Block Workflow

David Reynolds
Tera Contributor

‎07-05-2023 12:29 PM

How do you decide who approves a Knowledge Block?

I'm thinking of these likely scenarios:

  • The article author is different from the block author.
  • The article's approvers are different from the block's (example: the article is aimed at general users while the block affects IT only)
  • The article is restricted to one region (example: North America) while a block applies to a different region such as Europe, the Middle East and Africa.

Do you have different workflows for each scenario or one primary set of approvers for all knowledge articles and knowledge blocks?

A sample early workflow draft is below:

DavidReynolds_0-1688585366725.png

 

Thanks for your comments, ideas and suggestions.

 

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mbernste
Tera Contributor

‎07-06-2023 04:08 AM

As people use KBBs differently, you may get a wide variety of answers, but to distill it down to a basic common denominator, I would say the approver/SME should be based on the content of the block.  For example, if the block discusses editing the registry, it may need to go to a Windows SME for review.  If it is HR facing, then a member of the HR team would review it, etc.

naeem1
Tera Contributor

‎07-06-2023 08:21 AM

Related to this, when Versioning is enabled, once that block is approved, is it up to  the workflow to update articles where the previous version of the block is used so that the latest block is always shown?  

DavidBReynolds
Mega Guru

‎08-21-2023 07:47 AM

On a related note:

1. If you set restrictions on one knowledge block, does it override permissions on others?
2. Can you nest permissions by department only (e.g., tech support), then region only and then country only?
3. What are some Common block best practices?

Thanks for the tips everyone.

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