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Knowledge Base

The knowledge base provides a repository for internal documentation, standard operating procedures, troubleshooting guides, and self-service support content. Articles can be published to the end-user portal for self-service access or kept internal for agent reference.

Navigation

Configuration > Knowledge Base on the GRC-ITSM website navigation.

Knowledge Base area showing the Policies and Procedures FAQ list with its policy, procedure, and template articles, their topic tags, and the New Article actions

FAQ Lists

Articles are organized into FAQ Lists -- the category construct for the knowledge base. Each list groups articles by topic, team, or audience, and carries its own visibility configuration:

  • Internal -- visible to agents and technicians only
  • Portal -- published to logged-in end users on the self-service portal
  • Both -- visible in both surfaces

Every article must belong to at least one FAQ List; article creation fails without one.

Articles

Articles carry a title, tags (at least one is required), a body, and optional links to assets. Two body editors are available: the rich-text editor and a markdown editor (markdown bodies render to HTML automatically). Tags are the primary grouping and search surface across lists.

For the agent-side authoring workflow -- creating articles, news articles, and browsing lists -- see the agent Knowledge Base guide.

Publishing policies and procedures to the portal

The knowledge base is the serving surface for the Policies & Procedures area of the Trust Center: the published library of policy, procedure, and operational-standard articles that the system's controls are measured against. Publishing an article's FAQ List to the portal is what satisfies the relevant-policies sharing obligation (CDS-CSO-IRP) for that document.

The platform policy-and-procedure articles are also published on this documentation site -- see Policies & Procedures, where each page carries a download formatted for import into your own instance's knowledge base (Description, Resolution, Internal Memo, and Tags fields).

Linking articles to assets

Articles can be linked to assets (including Implemented Requirement records), making the article visible from the asset's record. This is how procedure articles attach to the controls they evidence.