Procedure: KM / Advise possible KB content change as Observer or User

Objective

• To provide instruction for using Comments or Feedback to note possible need for content changes in a published Knowledge article

Scope

• An Observer or User who wants to advise a responsible party of the possible need for revising the content of a published article
  • Responsible party: Only the KBAdministrator, the Owner, or the Subject-matter Expert named on an article is permitted to revise the content of that article

User

• Observer (licensed TeamDynamix user, not the article Owner or Subject-matter Expert)
• User (anyone other than the article Owner or Subject-matter Expert)
• Knowledge Management Process Owner

Environment

• 348532: Knowledge Base (KB)
• 56345: Knowledge Management (KM 2.0)

Procedure 

Observer Comment

1. Log in to the KB and select the article
2. Scroll to the end of the article and locate the Comments button
3. Click the Comments button to open new Notify and Comment fields
4. In the Notify field, enter the name of the Owner, SME, or KBManager, and then select the name from the drop-down
5. In the Comment field, describe the change you think should be made to the content
   • Provide relevant content that should be added to a specific section
   • Identify the possible duplicate article; include the URL of the original article
   • Specify the correction that should be made to outdated, incomplete, or incorrect content

User Feedback

1. Scroll to the end of the article and locate the box that contains the question, Was this helpful? 
2. Follow the appropriate procedure:

• Do you think that relevant content should be added to the article?

1. Click the Yes box
2. In the resulting Comments field, provide the content that should be added
3. Click the Submit button
   • The person notified will take it from there

• Do you think that the article is a duplicate of another published article?

1. Click the No box
2. In the resulting Comments field, identify the possible duplicate article; include the URL of the original article
3. Click the Submit button
   • The person notified will compare and contrast and determine the fate of both articles

• Do you think that the article content is outdated, incomplete, or incorrect?

1. Click the No box
2. In the resulting Comments field, specify the correction that should be made
3. Click the Submit button
   • The person notified will take it from there