Write a procedure and get it approved

Procedures, policies and FAQs should be checked before your team follows them. In Documents they start as a draft, go to an approver, and only the approved version is published, with a version number everyone can cite.

Before you start

• To write: the right Upload documents, add versions and links.
• To approve: the right Approve and publish procedures and knowledge. You cannot approve your own version unless Authors may approve their own versions is ticked in Settings → Documents; the owner always may.

Steps

Write the page

1. Open Documents and go to New knowledge page.
2. Type the Title and pick the Type: Procedure, Policy, FAQ or Other.
3. Write the Text in Markdown: # heading, **bold**, *italic*, - list, [link](https://…).
4. Select Create the draft. The page says The page draft is created.
5. To change it, edit the text under Versions, select Preview to see it, then Save the draft.

Send it for review

1. In Versions, select Send for review on the draft. Its state becomes In review.
2. The approvers see an item on Today (Approve: and the title) and the document in the To review view.

Approve or send back

1. Open the document. The card Waiting for your approval shows the version and who wrote it.
2. Type a Note if you like.
3. Select Approve and publish, or Send back to return it with your note. You can also approve from the item on Today.

Find published knowledge

1. Open Documents → Knowledge, or select Knowledge at the top of the library.
2. Type a question or words in Ask a question or search the knowledge, then Search. Each result shows the title, the version, the type and a short excerpt.

Good to know

• Only the published version counts. While a new version is in review, the one published before stays in use and is shown as Replaced once the new one is approved. Drafts and versions in review never appear in Knowledge.
• Files too. A file whose type is ticked Reviewed before publishing (procedures, policies and FAQs at first) follows the same steps. To add any other published file to Knowledge, tick Knowledge staff may search (once published) in its Details.
• Ask AI and the Front Desk can quote published knowledge, both in early access. Ask AI answers only from documents the person asking may open and cites them as "title (vN)". The Front Desk uses only documents an approver has ticked Public knowledge the Front Desk may tell customers, which must be of normal confidentiality and not linked to an employee. See Ask AI a free question and Teach the Front Desk your answers.
• Approvals stay inside Documents: they do not appear in the Workflows approvals list.
• A page holds up to 100,000 characters. Pictures and HTML inside pages are not shown.
• Errors you may meet: doc_state.