How staff should manage knowledge base content quality
Check accuracy before approving
Technical troubleshooting steps must be verified against actual device behaviour before publishing. Incorrect guides erode customer confidence in Dalmia's expertise.
Link to related service pages
Every guide should offer a service escalation path if the customer cannot fix it themselves, the guide must point them to the correct service or support contact.
Review quarterly for obsolescence
Software versions, product models, and operating system procedures change frequently. Outdated troubleshooting guides are worse than no guide at all.
Prioritise FAQs that answer the most common support calls. Resolving these in self-service reduces the callback queue and frees staff for complex cases.
Reference
Type
Status
Created
Actions
Submission Detail
Select a knowledge item, verify technical accuracy, then approve or return for revision with specific notes.
Knowledge quality rule
Every published article must pass a readability check can a non-technical customer follow the steps without calling us? If the answer is no, the guide is not ready.
Approved for knowledge base
Record the category, primary device type, and the review date. Schedule the next review date at publish time so obsolescence is tracked proactively.
Returned for revision
Specify whether the issue is technical accuracy, readability, missing steps, or wrong category. Vague returns create multiple revision cycles.
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