7.9. Write, Review, and Publish Knowledge Base Articles

A knowledge base keeps repeatable fixes available beyond the technician who first solved the problem. An MSP can maintain internal procedures and publish suitable guidance for client self-service. For GreenLeaf Dental Group, a reviewed article about collecting diagnostic information can make the next support request more useful.

Before you begin

Open Documents > Knowledge Base. Your MSP account needs document:read to browse articles, document:create to create them, and document:update to edit, publish, or archive them. Permanent deletion requires document:delete.

Writing, review, and publication do not require the AI Assistant add-on. Optional AI assistance is controlled separately by the aiAssistant experimental-feature setting; it is not required for writing and publishing an article manually.

Decide who should read the procedure before publishing. A client-specific example should not contain credentials or information unsuitable for the selected audience.

Create an article

1. In Knowledge Base, select Articles, then New Article. A new article starts as an internal how-to draft.
2. In Metadata, replace Title and review URL Slug. Choose Article Type: How-To, FAQ, Troubleshooting, or Reference.
3. Choose Audience, optionally select Category, and set a Review Cycle if the procedure needs periodic review.
4. Select Save Metadata. Write the procedure in the article editor, including prerequisites, numbered actions, and the result the reader should expect. Where the editor presents Save, use it to save content.
5. Review the article before moving it into review or publication. Keep the scope clear—for example, explain the diagnostic details a GreenLeaf Dental Group contact should provide without exposing another client's environment.

The Public label does not by itself establish an anonymous website publishing workflow. The verified portal route still requires a client user with document-read permission.

Submit and review

1. From a draft, select Submit for Review. The article changes to In Review.
2. Return to Knowledge Base > Review Dashboard. Review Awaiting Review and Overdue Reviews, then use Review or Review Now for the appropriate article.
3. Check that the content matches the current procedure, the audience is appropriate, and the next review interval is sensible.
4. In the current article editor, select Publish when the review is complete. Publishing changes the status to Published.

A draft also offers Publish directly. If your MSP requires peer review, follow Submit for Review and the dashboard process rather than treating review as an enforced prerequisite to all publication.

Confirm client visibility

Published articles with Client or Public audience are included in the client portal's Knowledge Base. Internal articles, drafts, articles in review, and archived articles are excluded from that portal query.

After publishing client guidance, check it through an appropriately permitted client account. Verify the title, content, and audience before directing Harbor Clinic or another client to it. If the article does not appear, check publication status, saved audience, and portal document-read permission.

Archive and republish

For an obsolete published procedure, select Archive and confirm Archive in Archive Article. Archiving retains the article while removing it from client visibility. Review archived content before considering republication; an old procedure should not become current merely because it is still stored.

If an archived article has no republication control in your screen, ask your administrator to confirm the available publishing workflow. Do not use Delete permanently as an archive or republish action: it removes the article and its content, and is available only for draft or archived articles.

Related

• Organize documents
• Create a document
• Use the client portal