Updating Implementation process

## Implementation

We use **ZenDesk** to create, modify, and  publish knowledge base articles.

Follow the [training to create a knowledge article](https://docs.google.com/document/d/1zEJHhkIxdhYFnOEJrzw3uinXhrvKtvA17Gn7AmZR9yg/edit?tab=t.0#heading=h.4d11fzkgmi1w) IN ZenDesk.

You can follow [training to create a knowledge article](https://docs.google.com/document/d/1zEJHhkIxdhYFnOEJrzw3uinXhrvKtvA17Gn7AmZR9yg/edit?tab=t.0#heading=h.4d11fzkgmi1w).

 **Note**: Knowledge Articles for US Gov | Federal are created in the **US Gov Zendesk Instance**. Follow the same process as Global

If you are a **Support Engineer**, you will automatically have access to Knowledge Articles (in Zendesk). You will not need to request access.

If you are a **Support Engineer**, you will automatically have access to Knowledge Articles (in Zendesk). **You will not need to request access.**

If you are **NOT** a Support Engineer, but have access to Zendesk as a **Light Agent**, Follow the process here:

If you are **NOT** a Support Engineer, but have access to Zendesk as a Light Agent, Follow the process below under the **Light Agent** section.

- Fill out an [Access Request Form](https://gitlab.com/gitlab-com/team-member-epics/access-requests/-/issues/new?description_template=Individual_Bulk_Access_Request)

- Request Access to have your Light Agent Role elevated to "create knowledge"

- Request should include Request Reason:  **Write access for articles**

- Request should include if this is for **Global, US Gov, or Both**

- Assign to your Manager for Approval.  **Manager Approval is Required!**

If you are **NOT** a ZenDesk User, and want to create a knowledge article, you can do so externally!  Follow the process below.

If you are **NOT** a ZenDesk User, and want to create a knowledge article, you can do so externally!  Choose one of the following Options:

**How to create a knowledge article if you are not in ZenDesk**

**Option 1:**

1. Go to the [Folder and choose a template](https://drive.google.com/drive/folders/1hpHAB51x49bRS1tfUqxiQ56UnlITtFHR)

2. Create the article using the template and Save the document.

3. Use the Knowledge Slack Channel [#spt_knowledge-base](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) to request the article to be created. Please tag {{< member-by-name "Kirsty Allen" >}} . OR you can Create an ISSUE and Assign to {{< member-by-name "Kirsty Allen" >}}

4. Your Article will be created in ZenDesk and assigned to a reviewer & then Published. You will be notified of Publication.

3. Use the Knowledge Slack Channel [#spt_knowledge-base](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) to request the article to be created. Please tag {{< member-by-name "Kirsty Allen" >}} . 

4. Your Article will be created in ZenDesk and assigned to a Reviewer & then Published. You will be notified of Publication.

**Light Agents**

**Option 2:**

If you are a Light Agent in ZenDesk and would like to **create knowledge articles** please do the following:

- Fill out an [Access Request Form](https://gitlab.com/gitlab-com/team-member-epics/access-requests/-/issues/new?description_template=Individual_Bulk_Access_Request)

- Request Access to have your Light Agent Role elevated to "create knowledge"

- Request should include Request Reason:  **Write access for articles**

- Request should include if this is for **Global, US Gov, or Both**

- Assign to your Manager for Approval.  **Manager Approval is Required!**

1. Use the template under [Support Team Meta](https://gitlab.com/gitlab-com/support/support-team-meta/-/issues) . The Template is named `knowledge-base-article-request`. Make sure to tag {{< member-by-name "Kirsty Allen" >}}

2. Your Article will be created in ZenDesk and assigned to a Reviewer & then Published. You will be notified of Publication.

### Integrating with Zendesk offers the following benefits