Using Knowledge for Product Release Notes

[Laura Dale]

Our Software Product Delivery Teams use our knowledge base (Knowledge V3) which is visible to all internal users marked with user criteria as *Public to publish their software release notes. All different parts of the organization will periodically pull up these product release notes. This hinders the search results when someone wants to pull up just the Product Name Support or FAQ articles for these products.

What is the suggestion on storing these types of product release notes in Knowledge? keeping in mind that various parts of the organization reference these release note KB's and knowing we can setup another database which is not recommended (best practice is to keep the KB databases at a minimum).

Thank you for any suggestions.

[Pam Calvey]

Well, I believe OOB has only one Text Level. We have 4 text boxes, and as the level goes up, the amount of user criteria assigned to the Can Read fields for each text level goes down and is more specific to the audience.   Our entire company sees Level 0 (Self-Service), Contact centers, team leads and tech teams see Level 1, Level 2 removes the contact centers, Level 3 removes everyone. You can add UC to each Can Read Restricted Access field as needed. 

Also, what about a category structure that will lead people away from Release Notes in their search? 

Support

FAQ

Release Notes

[jaimehonaker · Accepted solution]

We actually store our release notes, just in a different knowledge base than the bulk of our content, but it's searchable from the case form, if selected as an option from the drop down. 🙂 

[Kristy Catania]

I am exploring the possibility of displaying either a notification, banner, or alert when new release notes are posted to the Knowledge Base. Does anyone have suggestions on how to accomplish this? How you do advise portal and/or workspace users of changes? 

[Laurie12]

I created a "What's New" page to announce updates/new content. People subscribe to the page and when it's updated get an email. They can go to that page to see what's changed. Mostly, I give a brief overview and link to the page that was updated. The page gets lots of views!