Open Knowledge Base
Choose approved support, sales, or pending-review knowledge.
Before you start
- •Sign in to the Hub with access to this workspace.
You will finish with
- •You can explain what Open Knowledge Base is for and choose the correct next action.
Safety and data checks
- • Do not approve or publish an answer unless its wording and source are safe for customers.
Complete the task
- 1Navigate
Open Open Knowledge Base
Use the Hub navigation to open Open Knowledge Base. Do not begin from a bookmarked record until you can identify this workspace in the normal menu.
Expected resultOpen Knowledge Base is open and its page heading is visible.
- 2Review
Understand what belongs here
Knowledge Base stores reviewed answers used by staff and AI assistants; proposed content remains separate until approved. Use this distinction to avoid creating the same work in a neighbouring workspace.
- 3Verify
Read the current state first
Identify whether you need a support answer, sales answer, pending review, or missed-answer investigation. Read the customer, owner, date, and status before opening or changing a record.
- 4Review
Choose the correct action
Search before creating, open the closest article, and confirm its audience, status, source, and last update. Open the specific record and confirm its history before saving, sending, assigning, or completing anything.
- 5Verify
Confirm the safe stopping point
Do not approve or publish an answer unless its wording and source are safe for customers. This orientation ends before any irreversible or customer-facing submission.
Do not approve or publish an answer unless its wording and source are safe for customers.Expected resultYou know what must be verified before the final action.
If something does not look right
The page or action is not visible.
Confirm your role and Navigation & Access settings, then ask a Super Admin if the feature is disabled.