Knowledge Management - Guidelines for Using Tags in Knowledge Articles in TeamDynamix

Question

What are the guidelines around using tags on knowledge articles in TeamDynamix?

Answer

Tags are used to provide additional search options, as well as helping to guide search prioritization. Their usefulness stems from keeping things consistent. To avoid overwhelming the system with too many different tags, we will start with a limited set of tags and grow as usage dictates. To start, the following tag types are used:

• Article Type
  • general-information
  • how-to
  • problem-resolution
  • error
  • sip
• Company / Vendor Names
  • Example: Adobe, Microsoft, Brightspace, etc
• Customer Context
  • If customers use different terms than what is already in the Subject, you can add them as a tag
• Restrictions on Access
  • internal
  • itsd
  • public
• Acronyms
  • Examples: Enterprise Business Systems (EBS), Virtual Private Network (VPN), Virtual Desktop (VDI)

Other tags types will be added as the knowledge base grows and matures.

Additional Info

This article (link) covers how searches are prioritized based on information in their fields.