Getting Started as a TeamDynamix Knowledge Base Editor

This article is to help train new TeamDynamix knowledge base editors on the basics of their role.

How can I limit knowledge base articles to be visible only to my department/division?

There are several settings that affect knowledge base article visibility: the status of the article; whether it's Published; and the article's security settings. Some organizations give their department's users the View all articles security role permission, which lets people see every single article. Others rely on the Published flag--if an article is approved but not published, then it will be visible only to people with TDNext access. Others create a knowledge base category called something like "Internal knowledge" and share that category with a group representing internal staff. Furthermore, you can add specific knowledge bases to specific client portals apps, which also can help reduce visibility to people who may not have access to that client portal app.

How can I report on articles?

There is a Knowledge base article report source, which you can access in TDNext from ticketing applications as well as from Analysis.

Who can see knowledge base feedback?

Depending on your settings, logged in users (or anyone in the world) can provide feedback including whether an article is helpful along with notes. Only TDNext users can see the feedback details.

How should we handle knowledge base feedback?

In the knowledge base, there is a Feedback option. This lets you review feedback and filter for feedback that is Not Addressed. You can click on this feedback to mark it addressed. This is a simple workflow for ensuring that all feedback is reviewed.

How can I ensure my permissions are set appropriately?

In the knowledge base, there is a Permissions Audit option. This will show all unique knowledge base permissions, including a broken link icon whenever the permissions are changed.

How does the 'publish' check box work?

In general, a published item will be visible to users who only have access to TDClient in a read-only form. The TDClient user may be able to interact with that item, such as add comments or attachments, but they will not be able to edit/delete that item. An item may be unpublished at any time, thus removing access to that item from the TDClient user. Unpublishing items has no affect to a user with access to the TDNext application.

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