@@ -191,36 +191,6 @@ There are three roles: Support Engineer, Knowledge Champions and Knowledge Admin
Please see the [Knowledge Roles Permissions, and Responsibilities](/handbook/support/knowledge-base/knowledge-roles/) page for more information.
## 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](https://gitlab-com.gitlab.io/support/team-pages/skills-by-subject.html) 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)
### Getting Help
Questions can be asked in the dedicated [#spt_knowledge-base](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) Slack channel.
**Limitation**: This option does not allow you to select a template when creating the article.
1. Articles can be added from [knowledge management](https://gitlab.zendesk.com/knowledge/lists/default) or the [help center](https://support.gitlab.com/hc/en-us).
1. Search for similar content first. If an article already exists, review the article and make updates if needed.
1. If no article exists, from the top-left corner, select **the Add drop-down > Article**. This will redirect you to a blank article page.
1. No template is applied. You must manually apply a template by:
- Copying the Template from the [Google Drive](https://drive.google.com/drive/folders/1hpHAB51x49bRS1tfUqxiQ56UnlITtFHR).
- Copying another article with the same template and replacing the details.
1. If viewing the article in the help center, select "Edit article" from the top left corner.
1. If viewing the article from knowledge management, you will already be on the edit page.
1. Make your changes.
1. When the article is ready to publish, [submit the article for review](./create-kb-article/#submitting-article-for-review).
## Adding article content
1. Add the title of the article by selecting the 'pencil icon' next to the Title.
1. Duplicate that title below in the content of the article (this is a known bug).
1. Fill in the necessary information based on the template and style guide.
1.**Optionally** use the "Preview" button in the bottom left corner to preview how the article will appear when published.
1. Save the article by clicking "Save".
1. While working on the article content, keep that status as "In progress".
1. When the article is ready to publish, [submit the article for review](./create-kb-article/#submitting-article-for-review).
## Submitting article for review
Once you have creaeted the content, (or modified content) the article must be **Reviewed** before it can be Published
1.[Assign a reviewer](https://support.zendesk.com/hc/en-us/articles/4408822348186-Assigning-or-reassigning-articles-with-Team-Publishing#topic_ftt_d3c_2db) to the article based on the [listed knowledge champions](https://docs.google.com/spreadsheets/d/14CIIVup-tS5HdLyl0wInf-2m50AptauyhG-ZW5uhs-I/edit?gid=0#gid=0).
1. In the comment box "What is the required update?" include:
- If this is a new article or an update.
- If updating an article, note what changed.
- Relevant links for extra context on the article such as Zendeks tickets, slack threads, or requests for help.
1. Update the article status from "In progress" to "Awaiting review".
title:Reviewing and publishing a knowledge article
description:Steps to publish a KB article
---
- Articles need to be Reviewed for Technical Accuracy before they are consumed by Customers (or Support).
- Technical Reviewers are assigned across the [Product Features and Geo](https://docs.google.com/spreadsheets/d/14CIIVup-tS5HdLyl0wInf-2m50AptauyhG-ZW5uhs-I/edit?gid=0#gid=0).
## Reviewing an article
When an article needs to be reviewed, it should be assigned to a Technical Reviewer.
Technical Reviewers can find content needing review by going to the [Manage Articles section](https://gitlab.zendesk.com/knowledge/lists/default/) within ZenDesk.
(Or if an article has been assigned to you, you will have received an email and you can follow the link given in the email)
1. Select an article for review.
- Articles assigned to you will appear under the **Tasks > Assigned to me** section.
- Articles awaiting review appear under **Review status > Awaiting review**. You can assign an article with an empty "Assigned to" column to yourself if you are reviewing it.
1. If article was assigned to you, hover over your icon in the article to review any notes from the author.
1. Review the article for technical accuracy and make changes. Work with the author if you are unsure of content. You can share a [link to your revisions](https://support.zendesk.com/hc/en-us/articles/4408829321498-Viewing-article-revisions-and-restoring-a-previous-version#topic_whs_hmr_t1b) in the history.
1. Review and save appropriate Section, Labels and Content tags under "Placement". For external facing articles, ensure the audience is “Visible To Everyone”
## Publishing an article
Only [listed Knowledge Champions](https://docs.google.com/spreadsheets/d/14CIIVup-tS5HdLyl0wInf-2m50AptauyhG-ZW5uhs-I/edit?gid=0#gid=0)(Technical Reviewers) will have permissions to **Publish** a knowledge article.
**Workkflow**
The knowledge article should be in **Awaiting Review** (or In Progress) > Check the article for Technical Accuracy > If Approved, use the arrow next to the **Save** Button and choose **Publish**
|**Who do I contact if I need help with knowledge?** | Use the Slack Channel [#spt_Knowledge-base](https://join.slack.com/share/enQtODg0OTU5Mzk4OTQ3NC1lZDZjYjViODEzYzgxMjg0ZmZjY2Q5Mzc2ZTc1ZDQxZDkyZWRiYTA4ZmI0MmQyZWMyMjI3ZTMzMjgxYzdjYjVk)|
|**Is there Training for knowledge creation, modifying and Publishing?** | Yes! A list of available training resources is available on the Knowledge Base training page](./knowledge-base-training)|
|**How do I become a technical reviewer?** | Review the [Technical Reviewers responsibilities](_index.md#technical-reviewers) before committing to the role. Please talk with your manager, and let them know you wish to become a knowledge champion. Contact {{<member-by-name"KirstyAllen">}} to get added to the Technical Reviewer list.|
|**How do I know if I am a Support Engineer or Knowledge Champion?** | View the permission in the [Roles and Permissions section](../knowledge-base/#roles-and-permissions).|
|**Who can approve and Publish a knoweldge article I created?** | [Technical Reviewers](https://docs.google.com/spreadsheets/d/14CIIVup-tS5HdLyl0wInf-2m50AptauyhG-ZW5uhs-I/edit?gid=0#gid=0) will approve and publish articles.|
