Knowledge
The library of SOPs, training and policies, and who can read which document.
What it's for
Resources → Knowledge is the agency's library: SOPs (how we do things), training, policies and other documents. Each document opens a page of the role guides, so the guides stay the one place where the steps are written. Every staff role can read the documents shared with it. As an administrator you see every document, including drafts and archived ones, and you write and publish them (see Write a document and Publish and archive documents).
Who can read a document
A reader sees a document only when all three are true:
- It is published.
- It is not archived.
- Their role is ticked under Who can read it once published.
With no role ticked, only people who manage knowledge (administrators, by default) can read it. Creators never see Knowledge: they have no Knowledge menu item, and creator roles can't be picked. A hidden document shows the Page not found screen, even to someone who has its address.
Before you start
- You're signed in as an Administrator.
- No documents yet? The page says No documents yet and "Write an SOP, training or policy and publish it for the roles that need it."
Steps
Open the library
In the menu on the left, click Resources → Knowledge. The title is Knowledge: "SOPs, training and policies for your role."
Search
Type in the box "Search titles, categories and text…", then press Enter or click outside the box. The search looks in the title, the category and the summary.
Filter by type
Use the drop-down: All types, SOP, Training, Policy or Other.
Show archived documents
Tick Archived to see only archived documents. Untick it to go back to the others. Only people who manage knowledge have this box.
Read the cards
Each card shows the title, the summary, the type and the category. You also see a Draft badge on documents that are not published, and Archived on archived ones. Readers never see these badges.
Open a document
Click a card. The page shows the title, a line with the category and summary, the publishing bar, and "Readers who open this document go straight to its guide page." with Open the guide page.
Everyone else who clicks the card goes straight to that page of their own guide: a chatter to the Chatter guide's page, a manager to the Manager guide's. If their guide doesn't have that page, they get the page from the guide of another role that reads it.
What you should see
- All documents that are not archived, drafts included, with their badges.
- A New document button at the top right, and on each document page a bar with Edit, Publish and the other publishing buttons.
Test checklist
Good to know
Filling the library from the guides
The team that maintains the app can fill Knowledge with one document per guide page in one go. That only adds documents and readers: it never changes a title, type, category or summary you edited, and never deletes anything. Archive a document you don't want listed.
The list of roles under Who can read it once published includes every staff role, also roles an administrator created on People → Roles. Ticking Administrator changes nothing: administrators always read every document.