Recommended knowledge article approach with national, regional and location specific details

[BillGrant]

Hi Community, seeking your suggestions on the best approach to setup and write content for a Workplace Services knowledge base.

Workplace Services team is organized around 3 regions (East, Central and West). Within each region there are large offices with more services and small office locations.

Types of services include facilities repairs and maintenance, room bookings, mail and courier, cafe supplies, parking, etc.

It would be ideal to setup service categories and write articles with office location-based knowledge blocks. However, a couple of use case challenge the knowledge block approach.

1) Employees travel between offices and need content for the office they are visiting.
2) Executive assistants and event planners in remote locations need information for people they are supporting in other office locations.

The goal is to minimize duplication across regions and office locations, while providing location specific details visible to everyone. The approach should also consider regional content collaboration and contribution to articles.

Approaches being considered:

1) Option A
Workplace knowledge base
> Service category with Articles that contain links to location details
>> Service location sub-categories with Articles that contain service + location specific details

2) Option B
Workplace knowledge base
> Service category with Articles that contain content with various location details

Additional ideas and suggestions are most welcome.

[RohitGeorgV · Accepted solution]

Hi @BillGrant 

Visual Cues: Within your core articles, use headings like "Global Services," "Regional Nuances," "Office-Specific Details" to guide users.
Contextual Search in Service Portal: Ensure your Service Portal setup leverages contextual search so when users type a query, relevant articles appear.
Feedback Mechanism: Implement a robust feedback mechanism on articles (e.g., "Was this helpful?") to identify content gaps or inaccuracies.

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Regards,

[Leri Andrews]

Are you using a service portal to access the articles, with a taxonomy and megamenu? If so then your knowledge categories are 'back-end' only and your navigation taxonomy allows you to make articles appear in several different places.  e.g. You might have a menu (and submenu) for each region and a single article relevant to all regions is visible in all three taxonomies, whilst being placed in the single category 'Expenses'. 

You need to consider how your content is managed as well. Perhaps 3 knowledge bases with knowledge managers/owners dealing with feedback tasks would be better than a single knowledge base and 3 ownership groups.