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.

[dmathur09]

Hi Laura,

I don't think sharing the knowledge base with everyone will have an impact on the search results. What made you think that it would be hindering the search result.

Regards,

Deepankar Mathur

[Laura Dale]

There are many kb's with the release notes version.

In example search Power Turbo and you can a hit on all articles related to Power Turbo including the many versions of release notes which users still search on for historical purposes. 

[Pam Calvey]

We are on V.3 as well. Set up an additional text level, put release notes there, and assign user criteria to the level for the people that need to see it.

Weigh this against a separate knowledge base. We are starting one as our applications teams need a central repository, only visible to those with the ITIL Fulfiller roles. 

[Laura Dale]

Can I ask an additional question? when you say setup an additional text level, can you provide some detail not sure what this means. Thank you so much!