Hello!
I would love to hear tips on how you manage your knowledge base. We want to be able to run an audit easily check a box indicating which articles need to be updated, but with the knowledge fields requiring editing as a new version and later republishing in order to just check a box, it doesn't feel like a practical way to do it. I look forward to hearing your tips!
at my place we have a search engine in place. using that and SF data points we measure:
was a KB linked to a case? < data point is in SF
was a KB view on our support portal < data point in our search engine.
we then apply the following rule: if a KB was NOT linked or view on portal the last 12 months: we have a report that flags it for review: is the KB relevant? can it be archived? next we have a set of criterias we follow.
I hope this helps
Eric
