The first step in the HR Knowledge Article workflow is to create the Knowledge Article
itself. Then, you can move to the next step, which is the Technical Review.
To create an HR Knowledge Article:
- In the CSM Desktop Client, select .
A new HR Knowledge Article form opens.
- Select a Category.
- Subcategory choices are driven by the Category selection.
The Teams and Publishers are populated in the left panel.
- The teams for technical review, format review, and Publishing approval are stored
in the HR Category table.
- All articles have a technical review. Format review is only
initiated if the article is marked Visible in the Portal. All have a Publishing
approval.
- Service: Service choices are driven by the Category and
Subcategory selections.
- Publish Date: You can queue up articles and set a publish date.
Approvals can be performed ahead of time, but the HR Knowledge Article will not
publish until the date you set.
- Knowledge Type: Each Knowledge Type has a different article
format.
- Assigned Team: Automatically populated based on the Category
choice.
- Assigned To
- Format Review Team: Automatically populated based on the
Category choice.
- Visible on Customer Portal: You may have some articles that are
for internal use only; if you want this KA viewable by end users, check the
Visible in Portal box.
- Make FAQ on Customer Portal: Select this option if you want the
KA to appear in the FAQ grid on the HR Portal.
- Set Review Date. Sets a timeframe for review of the article. The
article won't be removed from the Published state, but a Ready for Review alert will
appear on the Knowledge Dashboard.
- Keywords: Keywords are used to determine which Knowledge
Articles appear as solution suggestions in HR Cases. At a minimum, add the exact category
and subcategory terms separated by commas (example: Benefits, Beneficiaries) so the
article appears in the proper location in the Portal. Consider including informal language
and misspellings.
Fill out the Customer Persona Details. This
information is used to determine which HR Knowledge Articles are available on
the Portal for end users. These can be extended to include any other core
customer attributes (union membership, campus, etc.). These fields are not
required.
- Exemption Status: Choose exempt or non-exempt.
- Employee Status: Choose a status.
- Select the Manager check box if the Knowledge Article should be
visible only to users who are designated as managers.
- Country Code: Use the Add a Country and
Remove a Country links to select which employees can access the
HR Knowledge Article.
- States/Provinces: Use the Add a
State/Province and Remove a State/Province links to
select which employees can access the HR Knowledge Article.
- Select the Article button to add Article information; fields are
driven by the Knowledge Type.