@@ -11,6 +11,16 @@ With KCS, the standard for knowledge articles is 80% external customer facing ar
Articles that are internal can be focused on processes, workflows, Playbooks, best practices, etc. These are articles that could also be searched from within Support ticket searches.
- Today, all GitLab employees can go to the support portal (Support.gitlab.com) knowledge base and see ALL articles regardless of being internal or external.
**Examples of Internal articles:**
- Processes
- Onboarding details
- Policy and Procedures
- Internal decisions, awareness
- Any details that should not be sent out to a customer, but should be captured can be internal knowledge
### Notes
- Today, all GitLab employees can go to the [support portal](https://support.gitlab.com) knowledge base and see ALL articles regardless of being internal or external.
- A knowledge article that is INTERNAL ONLY will show a Lock icon.
- If an article is searched from a support ticket it will also show a LOCK Icon indicating that it is an internal only article. These should NOT be sent to a customer.
