Knowledge Base and revision workflow¶
The Knowledge Base is user-facing self-service content. The Knowledge module can be disabled at the tenant level.
Seed the Knowledge Base¶
During onboarding, import available ticket history through the integration process. When the history contains enough useful detail, Lumen analyzes recurring problems and proposed solutions and creates suggested Knowledge Base articles rather than forcing the district to start with an empty library.
Weekly suggestions¶
Lumen periodically reviews tickets created since the prior review and adds candidate articles to the suggestions queue. The videos describe roughly five to ten suggestions per week for an average tenant, although volume and quality depend on ticket activity and documentation.
Human review is required: Suggestions are not automatically published. Review the proposed article, accept it into draft, edit as needed, change its status to Published, and save.
Publish a suggested article¶
- Open Knowledge Base Suggestions.
- Select a suggestion and review its accuracy, scope, and usefulness.
- Choose Accept and Create Draft for a viable article.
- Edit the draft, remove tenant-specific or sensitive details, and validate the steps.
- Change the status to Published and save.
- Dismiss or reject suggestions that should not become user-facing content.
Flag an outdated article¶
When a technician discovers obsolete guidance, flag the article for revision and add a concise explanation. The item enters a revision queue so it can be corrected later without interrupting the current support task.
Improve future suggestions¶
Write strong ticket resolutions: record the cause, exact corrective action, important prerequisites, and any new protocol. Lumen draws from those resolutions, so clear ticket documentation compounds into a more useful Knowledge Base.
Video 6: Knowledge Base, KB Suggestions, and KB Revisions — Watch on YouTube