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The Knowledge Base system is a powerful tool for managing internal and external documentation. It allows documents to be easily accessible and searchable, while also enabling integration with TeamDynamix tickets for enhanced reporting and deeper insights.
Getting Started
Departments interested in using the Knowledge Base should begin by contacting the Support Center to schedule a brief demo. This demo will showcase key features available within articles, including but not limited to:
Access and Permissions
After the demo, we will review permissions and designate departmental admins. During the onboarding period, admins will receive elevated access to perform tasks such as creating categories. Once onboarding is complete, access will be adjusted to a post-onboarding level, which still allows for key functions but limits certain administrative capabilities. Any further changes will require assistance from the Support Center.
Access Groups
There are three main access groups:
1. Admin
2. Technician
3. Student Worker
Admins must provide the Support Center with a list of users, including their name, email, and access type. Below is a breakdown of permissions for each group:
Admin – Onboarding Access
Admin – Post-Onboarding Access
Technician
Student Workers
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Access Knowledge Base Details and Feed
Permission Groups for Articles
Permission groups define who can view and edit articles. Examples include:
- Students
- Faculty
- Staff
Each article should have an assigned owner either an individual or a group. Ownership determines editing rights. For example:
- If an article is owned by the Support Services group, members of End Point cannot edit it.
- If the owner is the overarching IT group, both subgroups can edit the article.
These groups also control visibility of categories and articles. For instance, if a category is restricted to IT personnel, only IT staff will be able to access its contents.
Groups are fully customizable. To create them, departments must submit a list of names, emails, and group associations to the Support Center.
Training and Onboarding Period
Once access and groups are set up, departments will receive training and a 1–2 month onboarding period (depending on document volume). During this time, admins will have elevated access to freely add categories and modify articles.
Users are encouraged to refer to the Guidelines for Creating/Updating the Knowledge Base during onboarding.
Post-Onboarding
After onboarding, admin access will be adjusted to post-onboarding levels. Any elevated changes or modifications will need to be submitted to the Support Center.