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Knowledge Operations keeps the answers used in customer operations current. The Knowledge workspace brings article authoring, source documents, media, review states, and supported delivery destinations together.

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Before you start

Open Knowledge → Knowledge workspace. Article and destination work uses content-management permissions; documents and media have their own source-management permissions. Confirm the workspace, article, and version you intend to change.

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1. Find or create an article

Use Articles to open an existing article or begin one. Review the current published text, available source material, and any unpublished changes. Documents and Media contain source assets and recordings. Their availability and extraction states are separate from an article’s approval and publication.

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2. Write and inspect the changes

Use the visual editor or Markdown view. Add the relevant sources and supported attachments, then use Preview to inspect the reader view. Use Changes to compare the article body with the version you opened. Save explicitly. If a version conflict occurs, retain your changes and review the newer saved version before trying again.

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3. Review, approve, and publish

Move the saved article through its available review and approval actions, then publish the intended version. The Needs attention view shows articles waiting for review or approval and failed source assets. These states describe the content’s workflow; they are separate from an assigned Inbox task. Check the saved article state after each action. An approved draft and a published reader version have different purposes.

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4. Inspect output and delivery

Open the article’s compiled outputs and delivery history. Select only a supported destination and a successfully validated output. Atlas, export, and supported Zoom knowledge-base destinations can use label-driven delivery. Destination setup and access determine what is available. Other external systems require their own supported adapter. Inspect the recorded delivery outcome. A failed delivery remains failed even if the HTTP request that created its record succeeded.

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Maintain the article

Return to the same article for subsequent changes so its versions and history stay connected. Check source changes, pending reviews, output validation, and delivery failures. A recorded delivery attempt establishes what happened at that time. Check the destination when you need to confirm its current content.