Changes for sync repo

## Technical Reviewers

There will be Support Engineers and Support Managers trained as technical reviewers for knowledge articles across the globe.

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 Reviewer Responsibilities**

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 determines if the article can be Published for customers (or should remain internal).

- 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.

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**:

Knowledge Champions will: 

- Help Mentor Junior Support team members around knowledge

- Find areas where we have opportunities for knowledge, gaps, risks.

For any issues with permissions, please use the knowledge dedicated Slack channel:  [#spt_knowledge-base](https://gitlab.enterprise.slack.com/archives/C07QDCG4AGH) - and  tag  or open an [Issue](https://gitlab.com/gitlab-com/support/support-team-meta) and tag {{< member-by-name "Kirsty Allen" >}}.

### Linking knowledge and other Content to Support Tickets

## Linking knowledge and other Content to Support Tickets

**Are you Linking Content to a Support Ticket?**

Did you know that it can be a document, an issue or a knowledge article?   Linking ‘any’ knowledge to a support ticket creates a critical feedback loop for us. It provides valuable insights into opportunities, as well as measurements.  We have not yet made it a  mandatory process yet.  HOWEVER, We need and want this to become the norm’ for you during your support workflow. Try it!

Did you know that it can be a document or a knowledge article?   Linking ‘any’ knowledge to a support ticket creates a critical feedback loop for us. It provides valuable insights into opportunities, as well as measurements.  We have not yet made it a  mandatory process yet.  HOWEVER, We need and want this to become the norm’ for you during your support workflow. Try it!

**How can YOU help?**

## How will it work?

- Each Month a report will be run of all articles

- Each Month a report will be run of all articles that need to be reviwed (based on timeline)

- Subject matter Experts (SMEs) will be asked to review any number of articles for their respective areas.

- Knowledge Champions will be asked to work with the SMEs to help facilitate the reviews.

## Knowledge articles vs Documentation at GitLab

Understanding when to create a knowledge article versus updating documentation can be tricky sometimes!  Our goal is to help you understand the difference between Docs and Knowledge articles, and how they differ, but also how they can work together.  Use your best judgement!

Understanding when to create a knowledge article versus updating documentation can be tricky sometimes!  Our goal is to help you understand the difference between Docs and Knowledge articles, and how they differ, but also how they can work together.  Use your best judgement! Think of it this way... When in dowbt create a knowledge article. Capture the knowledge. It can always be adjusted.

**Knowledge Articles** are for problem solving and troubleshooting! These are for specific issues that our customers have.  Knowledge articles are *reactive*, created from support tickets that provide immediate solutions to the customer issue.

The audience is for customers that are having issues,  support engineers that are resolving tickets and anyone searching for fixes to specific error messages or problems.