The knowledge base supports real-time collaboration. Multiple technicians can work on the same article at the same time without locking the document.
Creating a new article and visibility
When you first create a new article:
The article starts in a not saved state.
It is not visible to other technicians yet.
Once you click save as draft:
The article is saved.
It becomes visible to all other technicians on your account.
Other technicians can open and collaborate on the draft.
This ensures unfinished work is not accidentally shared until you are ready.
Seeing who is editing
When an article is open:
Avatars of all currently active technicians appear at the top left of the article.
Each avatar represents someone who is currently viewing or editing the document.
Avatars update in real time as users join or leave.
This helps you know who else is working on the article.
Real-time editing
Changes made by one technician appear instantly for others.
There is no need to refresh the page.
The editor does not require manual locking.
Everyone sees updates as they happen.
How drafts work in collaboration
When editing a published article:
All changes are saved as a draft.
The live published version remains unchanged until someone clicks publish.
Multiple collaborators can contribute to the same draft.
This ensures the published content stays stable while edits are being made.
Switching between draft and published versions
If a draft exists, you may see a banner indicating:
A draft version exists for this document.
You are viewing an unpublished version.
You can:
Switch to draft version
Switch to published version
View published version in a new tab
This helps compare live and draft content during collaboration.
Avoiding edit conflicts
To work smoothly with others:
Check active avatars before making large changes.
Communicate with collaborators when restructuring content.
Use drag and drop to move sections instead of rewriting.
Review the draft before publishing.
Collaboration works best when changes are intentional and coordinated.
Publishing collaborative changes
When edits are complete:
Review the draft version.
Click publish.
A new published version is created.
The most recent published version is marked with a live tag in version history.
Best practices for team editing
Keep sections short and structured.
Use headings for clarity.
Avoid unnecessary formatting changes.
Review version history if something looks incorrect.
Use discard draft carefully, as it removes all unpublished changes.
Collaborative editing ensures knowledge is built as a team, not stored in individual silos.