Overview

Sometimes other ESW teams (BU, other Central functions) need a knowledge article to be created or updated for a specific product. This article explains how to submit the request to the PKC (Product Knowledge Curator) team, part of Central Support.

Solution

• Log in to Central Zendesk. All ESW members should have a Zendesk End-User login, as this is also where Crossover Support is hosted. But for this procedure to work, you need to have a Light Agent role. In case you do not have, please send an email to zendesksupport@trilogy.com asking for your account to be upgraded from End-User to Light Agent.
• Create a new ticket, by clicking Add > New > Ticket in the top-left corner:
  
• Use the button "Apply Macro":
  
• Select "Knowledge ticket" > "BU" > "Escalate a ticket for KB Curation review":
  
  Note: this macro should not be used on a customer ticket. Please use it only to open a new escalation to PKC for the Knowledgebase update.
• In the left panel, set the right Priority and Product (the field is called CS - Product):
  
• Compile the Subject, fill in with the required information, and click "Submit as Open":
  
• The ticket will be assigned to a PKC, according to the work-queue rules for the PKC team.
• Once the PKC works the ticket, the ticket will be sent to QE (Quality Enforcement) team, that will review it and approve it for publishing.