Starter
Knowledge Management
Articles carry an audience model — tenant, client account, or LOB — so the same index serves a tenant-wide SOP, a RetailCo-specific catalog reference, and a French-language compliance doc without anyone seeing what they shouldn't. The full lifecycle is in: draft, captured, structured, approved, published, stale, archived. Authors edit in place with version history, switch ownership when people move, and let the staleness sweeper flag articles that haven't been reviewed in a configurable window. Full-text search ranks across title, summary, body, and category; related articles surface via editorial pins or TF-IDF similarity. Editor-facing analytics show usage, find-rate, and gap signals. The compliance review approval gate routes regulated articles through a configurable reviewer chain before they publish.
What's inside
In-app authoring with version history
Operations-managed authoring surface — list, new, edit, publish, archive, version history — backed by the same data model the client portal reads from. No engineering ticket to land a content change.
AvailableKnowledge Flows — visual authoring + agent execution
sub-spec 32A
Decision-tree authoring + agent-facing execution. Some knowledge isn't a document; it's a decision tree ("refund? did they receive it?"). Flows turn a multi-step SOP into a one-question-at-a-time interactive walk with completion tracking.
PlannedCategory taxonomy
Operations team manages the category tree — categories, sub-categories, sort order, active / archived. Articles attach to categories; categories drive filter chips and gap analysis.
AvailableCategory taxonomy
Operations team manages the category tree — categories, sub-categories, sort order, active / archived. Articles attach to categories; categories drive filter chips and gap analysis.
PlannedFull-text article search
Agent-facing search across title, summary, body, and category with ts_headline excerpt highlighting and relevance ranking. tsvector populated by trigger so the index is always live.
AvailableRelated articles + similarity suggestions
Article detail surfaces related articles via editorial pins + a TF-IDF similarity worker that suggests connections from the article corpus. Editorially controlled even when seeded by the algorithm.
AvailableRelated articles + similarity suggestions
Article detail surfaces related articles via editorial pins + a TF-IDF similarity worker that suggests connections from the article corpus. Editorially controlled even when seeded by the algorithm.
PlannedUsage + effectiveness analytics
Editor-facing analytics page — per-article views, search find-rate, agent feedback signals, gap candidates. The article that's heavily searched but never opened tells you where the index is failing.
AvailableKCS lifecycle states
Full Knowledge-Centered Service v6 lifecycle on every article: draft → captured → structured → approved → published → stale → archived. Each state filters the article from different surfaces; transitions emit audit events.
AvailableOwnership + staleness alerts
Every article has an owner and a reviewer. A two-pass staleness sweeper flips articles to stale when they're past their expiry window and notifies the owner; if no action, the reviewer is notified next.
AvailableCompliance review approval gate
Regulated articles route through a configurable reviewer chain before publish. The Compliance Officer signs off; the audit trail captures who approved, when, and on which content version.
AvailableKnowledge browsing in the client portal
Published articles surface to client portal users via an EXISTS audience subquery — each row resolves visibility independently, so client A never sees client B's content even with a forged URL. Search + Client + LOB + Category filters narrow results server-side in one round trip.
AvailableArticle authoring API
Backend authoring endpoints — create draft, list with state filters, fetch detail, publish — with audience-aware visibility from the first save. The API is what the editor UI, seed pipelines, and integrations all write through.
AvailableEdit, archive, and revoke articles
PATCH-update creates a new version row (no destructive overwrite); POST-archive moves articles to a state that filters from agent surfaces while preserving the audit trail. Approval gate sits between draft and publish for regulated content.
PlannedBilingual EN / FR articles
Each language version is its own row in a translation group — separate state machine, owner, reviewer, expiry, and version history per locale. FTS, ranking, and the client portal switch between English and French configs by caller preference.
Plannedsearch_vector + embedding columns on knowledge_articles
AvailableKB cross-reference from onboarding + policy modules
PlannedCompliance & Regulatory mandatory review + staleness flag (OD-2)
PlannedFull-text search (tsvector trigger + ranked search endpoint)
PlannedKCS v6 expanded lifecycle (spec 32 v1.9 §14)
AvailableAFAB capture-from-case workflow (spec 32 v1.4 §15)
PlannedEffectiveness analytics + zero-result tracking (spec 32 v1.7 §16)
Coming soon