An article that is removed from public search results and active viewing, but saved in a back-end storage list for reference or audits

A system of rules, roles, and workflows that controls how information is created, updated, reviewed, and retired.

A plain text file format used to store tabular data like tables or spreadsheets.

The system of rules, roles, and processes that keeps your KB site's information accurate, safe, and easy to find.

A design and content strategy that ensures information can be found, read, and understood by people of all backgrounds, abilities, languages, and technical skill levels.

A monthly meeting of KB administrators and authors led by the central UW KB Team. Attendees often see unreleased new features first and give direct feedback to help guide decisions for the KB platform.

The ability to search, browse, and operate all content and interactive features using only a keyboard, without a mouse or trackpad.

The active, public-facing (or production) or internal (restricted viewing) of your KB groups space where end-users view published articles, FAQs, and guides in real time.

A dynamic system documentation that provides information that is current, accurate and easy to understand. Documents that are written in a natural language format serve as the core of living documentation. Your content experts can review the documentation to ensure that it describes the desired behavior of the system from a logical standpoint.

A structured list of links that helps users quickly find help articles, categories, and documentation.

A design approach that automatically adjusts support articles, navigation menus, tables and search bars to fit any screen size or device.

A scheduled routine used to check, update, and verify that published articles remain accurate and useful.

A user role responsible for checking, editing, and approving articles to ensure accuracy and quality before they are published.

A built-in log that tracks every change, edit, and update made to an article over time

A calculated score that determines how well and in what order documents match a user's search query.

A non-human account used by applications, integrations, or automated processes.

Used by internal site authors, editors, and administrators to immediately retrieve all of their favorited documents.

When managing an internal KB space, you can mark frequently used or regularly shared support documents as a "Favorite". This command bypasses the standard search algorithms and filters the down strictly to your personalized list of saved documents for easy access.

An XML-based file format used to describe two-dimensional vector images. It is typically used as a clean, sharp graphic format for UI icons, diagrams, logos, flowcharts, and technical illustrations. Unlike pixel-based formats (like PNG or JPEG), SVGs use mathematical formulas, points, and lines to render images.

A system that tracks, records, and manages changes to documents and articles over time.