Intended Audience: Business Affairs Employees and Departments
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Welcome to the BA Support Portal's Knowledge Base!
This Knowledge Base exists to help Business Affairs departments and customers find and generate service-oriented knowledge.
Joining the Knowledge Base
The Knowledge Base utilizes core concepts from the Consortium for Service Innovation's Knowledge-Centered Service standards. Departments planning to use or publish content within the Knowledge Base should submit a request through the TeamDynamix Administration catalog to get started.
If you are interested in joining the Knowledge Base:
- Please submit a TeamDynamix Implementation Request to express interest.
- This request will kick off an implementation process in which you can meet with the Client Portal Admin to review all pertinent policies regarding the Knowledge Base.
- The Client Portal Admin may provide training on using TeamDynamix's Knowledge Base as a part of the implementation. process
- As a part of implementation, you will be responsible for identifying all employees participating in your knowledge base. You will be required to identify a list of Approvers responsible for approving internal knowledge articles and Technicians accountable for drafting knowledge articles.
- The Client Portal Admin may provide a category structure determining the organization of your articles as a part of the implementation.
- Once the implementation process is complete, you may write and release content into the Knowledge Base.
Roles and Responsibilities
The Knowledge-Centered Support model identifies a handful of actors pertinent to operating a thriving and efficient Knowledge Base. Already, we have mentioned these actors several times: the Client Portal Admin, Knowledge Approvers, and Knowledge Technicians.
The Client Portal Admin serves a role functionally similar to the editor-in-chief of a journal. This individual is responsible for ensuring that all public articles within the Knowledge Base are consistent and meet the standards determined by the Campus Services Governance Committee. Additionally, this individual is responsible for ensuring that the Knowledge Base is maintained and the review of all articles regularly
Knowledge Approvers fall at the next step of this ladder. These individuals represent their group's or department's section of the Knowledge Base. They are responsible for coordinating knowledge efforts within their area and approving all internal and public content for their section of the Knowledge Base.
Knowledge Technicians are the primary authors of content within the Knowledge Base. They are the support technicians and employees within the various departments of Business Affairs that work within knowledge-engaging or producing processes. They are responsible for writing, updating, and reviewing articles within their section of the Knowledge Base. All articles written by Knowledge Technicians are subject to the approval of Knowledge Approvers and the Client Portal Admin
Our clients serve an essential role in the Knowledge Base. They are the primary audience for the majority of the site's content. Clients can circulate articles and offer critical feedback. It is up to the Knowledge Technicians and Knowledge Approver to read and respond to feedback within their areas of the Knowledge Base.