We have implemented a KCS system and are running into some issues at present.
Currently, our support engineers are "creating" or "saving" drafts of articles to be reviewed by a team of publishers. Our publishers are taking these drafts and publishing them internally (restricted by permission). There has been a drastic increase in content and our team of publishers is overwhelmed and cannot keep up with the demand due to the new process. This is causing duplicate work as other engineers don't know another article exists because it's still in draft and is not pulling in "Knowledge". Our engineers are creating multiple articles of the same resolutions and our publishers are having to delete the work.
Traditional KCS allows support engineers to publish "unverified" articles. This will allow other engineers to see that an article already exists for what they are encountering (and link), but will also alert them that the article hasn't been verified yet (and can add feedback if it's proven incorrect!!). This reduces the chance of duplicate work for the engineers and the publishers, and will allow our publishing team to review the unverified articles while they are live (buying them more time to ensure accuracy).
I don't see a way to use verified/unverified on published articles outside of a time constraint set in the article verification rules.
I'd love to see a way to allow front line support engineers the ability to create articles in an "unverified" state for internal users (restricted by permissions) to see. I'd love for the publishers to get this content and be able to verify it (as it's live and available).
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