Knowledge Management
Announcements
Within service management software, there is often a requirement to provide transient announcements that need to be front and centre, but do not require a Knowledge article to provide extra context. As a result, Servicely provides an announcement capability to provide the ability to do so.
Approval within Knowledge
For a knowledge article to be published or archived, there are a few different ways this can occur based on some of the values on some of the fields in the associated knowledge base. See the Knowledge management workflow for the specific differences in the workflow, however the fields in a knowledge base that control approvals are and what they do are For each knowledge base there are extra visibility and editing options you can have on top of the base permissions to restrict who can edit and view the articles within the knowledge base.
Knowledge specific roles
Due to the large number of uses and processes that knowledge articles can be a part of, the security for knowledge articles is relatively complex. As a result it uses a combination of information from the knowledge base, permissions and other values on the actual knowledge article record to understand who can read or edit the article.