How to Retire Knowledge

Owned by sneha.tripathi
Jun 07, 2021
2 min read

Knowledge Improvement is vital to Knowledge Management. Knowledge Base should be reviewed, updated, and cleaned up regularly to ensure that the available Knowledge is always accurate and useful. Based on end-user feedback, Artifact accessibility, and usage, Luma Knowledge generates various Recommendations that can be used by the Curator to Improve Knowledge in the system. Artifacts are updated with the latest information and obsolete or duplicate information is retired or deleted from Knowledge Base. This ensures that end-users always find valid information for their queries. For more information, refer Luma Knowledge Dashboard.

The Curator uses the below recommendations generated by Luma Knowledge, to identify the artifacts with inaccurate or obsolete Knowledge:

  1. Ineffective Artifact - Artifact marked ‘Not Helpful’ by End-user

  2. Obsolete Artifacts - Artifacts that have not been returned as the best response for any user inquiry for a specific period of time

Based on these recommendations, the Curator can choose to:

Retire an Artifact

If an artifact holds outdated information and can be useful to the end-user after an update, the Curator can choose to retire the Artifact. A retired artifact does not appear in End-user search results. However, it is available in the Knowledge Store and the curator can update and publish the Artifact as required in the future to make it available for users.

To retire an Artifact, do the following.

  1. Navigate to the Knowledge store and locate the Knowledge artifact.

  2. Click on the Artifact quick view, click on the Artifact ID to navigate to the Artifact details screen.

  3. On the Artifact details screen, select Retire under options.

  4. The Artifact status is now changed to Retire.

The Artifact does not appear in search results for End Users. However, Curator can search for the restored artifact and update it as required

Only a Published article can be retired. When an Artifact is Retired, related FAQs are also retired.

Delete an Artifact

Once the Artifact is Retired, and it is no longer needed in Knowledge Base, the Curator can delete the Artifact from the system. This is usually done for Duplicate or Obsolete Artifacts.

Artifact Deletion is an irreversible process. Once deleted, the Artifact cannot be retrieved.

Only Retired Artifacts can be deleted.

Follow the below steps to delete the Artifact:

  1. Navigate to the Knowledge store and locate the Knowledge artifact.

  2. Click on the Artifact quick view, click on the Artifact ID to navigate to the Artifact details screen.

  3. On the Artifact details screen, select Delete.

The Artifact is now deleted from the system and does not appear in search results for the End Users. Upon deletion, all FAQs related to the Artifact are also deleted and removed from Luma Knowledge.