Knowledge Roles, Permissions, and Responsibilities

Knowledge Contributors

Everyone can contribute to knowledge! The most important thing is to capture the knowledge you’ve created while solving a problem. The review process will ensure the content is technically accurate and clear.

Technical Reviewers

Technical Reviewers can be found under Column 4 (Looking to Help others) on the Skills by Subject Page Technical Reviewers should be Subject Matter Experts (SMEs) in certain areas (Such as Runner, Authentication, Migrations, etc.). The Technical Reviewers are tasked with reviewing knowledge articles based on their knowledge of features.

Technical Reviewers are expected to:

• Prioritize and Normalize Reviewing articles
• Collaborate with Knowledge article contributors on the technical accuracy of the content, prioritizing having updates published as soon as possible.
• Technically review knowledge articles and determine if the article can be Published for customers (or should remain internal).
• Understands the material and requirements for the article being published.
• Identify trends and opportunities from reporting.
• Provides feedback for knowledge articles.

Knowledge Champion

A knowledge champion is someone who will advocate for knowledge, promote KCS and knowledge articles, as well as assist with driving knowledge management for the product/features. The knowledge champion will help bridge the gap between knowledge and support engineers.

Knowledge Champions will:

• Help Mentor Junior Support team members around knowledge
• Find areas where we have opportunities for knowledge, gaps, risks.
• Assist with the knowledge Review Process
• Assist with Technical Reviews when needed
• Attend Once a Month Team KM meeting (to discuss issues/information)