Knowledge Management Article Lifecycle

Sub-skill of knowledge-management: Article Lifecycle (+1).

vamseeachanta d5a1d78 1004 B Updated

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Article Lifecycle (+1)

Article Lifecycle

  1. Draft: Written, needs review
  2. Published: Live and available to customers
  3. Needs update: Flagged for revision (product change, feedback, or age)
  4. Archived: No longer relevant but preserved for reference
  5. Retired: Removed from the knowledge base

When to Update vs. Create New

Update existing when:

  • The product changed and steps need refreshing
  • The article is mostly right but missing a detail
  • Feedback indicates customers are confused by a specific section
  • A better workaround or solution was found

Create new when:

  • A new feature or product area needs documentation
  • A resolved ticket reveals a gap -- no article exists for this topic
  • The existing article covers too many topics and should be split
  • A different audience needs the same information explained differently

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Frequently asked questions

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