Best Practice for Knowledge Management

[Cupcake]

Looking to start utilizing the knowledge management module.

Before any new documents are loaded, I would like to clean up the documents that are out there. What is the best practice for cleaning up articles in the knowledge base?

Should I do an export of all items and save that export some where and then delete the articles that are no longer needed?

Thanks,

Karen

[Mike Allen]

I would do an export to CSV with the kb_knowledge.do?CSV&sysparm_default_export_fields=true

You can then delete all the records in the table through the Tables & Columns module or the Tables module.

Then take your CSV, comb through it, remove anything you don't want, then reimport with Load Data under Import Sets.

[richelle_pivec]

We use the knowledge base "Workflow" field to designate what "state" an article is in. In Draft, the IT user is putting the article together/adding the content. Once they are done and ready for review, they change the state to Review. We then have team leads review articles and change the state to Published when ready to publish the content. The last state is Retired for those articles that are no longer being used. No articles are ever deleted and no need for exporting retired articles.

We also use the " Valid to" field to trigger when an article stops displaying and needs to be reviewed for accuracy. (I am planning on setting up a notification that will email the team 30 days out to review the article.

The "View" option is the one we use to see all of the Active Published articles in the proper categories.

I hope that's helpful.

Richelle

[richelle_pivec · Accepted solution]

I see that I didn't actually answer your question.

When it was time for us to build out the current knowledge base, I was asked to simply "retire" all of the old articles rather than delete them so they would be available if needed. Having said that, we had less than 300 articles...

[Cupcake]

Good morning Richelle,

        Your second response answered my question, but the 1st response was very informative as well and I like that best practice. Your response is most appreciative. Have an awesome day.