Knowledge
The Knowledge module is FrontLine's internal knowledge base — articles authored,
reviewed, versioned, and published to agents, with a read-only surface exposed to
clients in the portal. Open it from the sidebar under Quality → Knowledge
(/knowledge).
The landing page is the authoring queue: every article across the tenant in one list with state, category, last-updated, and published-at columns. Filter by state (draft, published, stale, archived) and locale, or search by title.
Lifecycle and versioning
Articles move through a draft → published → archived lifecycle. The body agents read is version-pinned to the exact published version, and every change is recorded against the article.
Review gate
Sensitive categories (for example Compliance) require an approver to sign off before an article can publish — it sits in an approved-with-pending-review state until the reviewer clears it.
Ownership and staleness
Every article has an owner. A nightly sweep flips articles to stale when they pass their review-by date; if the owner doesn't act, it escalates.
Categories, translations, and related articles
-
Categories bind articles to a system + tenant taxonomy that drives the publish gates above.
-
Bilingual content — an English article and its French sibling are linked as a translation group, each with an independent state and version chain.
-
Related articles — editors pin suggestions that show on the article detail.
Client portal
Clients see a scoped slice of the knowledge base in their portal — articles are filtered server-side to the client's account and LOB, and only published versions are queryable.
Decision flows (interactive decision-tree workflows alongside articles) are on the roadmap for the knowledge surface and not yet generally available.
Roles
| Permission | Typical role | Lets the user… |
|---|---|---|
knowledge.article.read | Every internal role | Read published articles |
knowledge.article.create / .update | Editor, knowledge admin | Author and edit articles |
knowledge.article.publish | Editor | Publish a draft |
knowledge.article.approve | Reviewer | Clear a review gate |
knowledge.category.manage | Knowledge admin | Manage the category taxonomy |
knowledge.search.client | Client | Search the portal knowledge surface |
What to read next
- Knowledge analytics — what's working and where the content gaps are