Concept: Knowledge Management
Workday refers to knowledge management as the way in which you create, share, and manage knowledge. Workday enables you to capture, maintain, and share your HR knowledge through articles.
Article Formatting
You can create robust articles that include:
- Attachments
- Bulleted and numbered lists
- Different font sizes, font colors, and highlighted font
- External links
- Headings
- Images
- Links to internal tasks, reports, and articles
- Links to external URLs
- Paragraph formatting such as text alignment, line spacing, and indentations.
- Rich text formatting such as bold, italics, underline, and strikethrough.
- Tables
- Videos
Article authors need security permissions for the tasks and reports that they want to link in the article.
Article Link Sharing
When you view an article, you can copy the article URL to share inside and outside of Workday. Example: You can link to an article in help text within a business process.
The security permissions that you configure still apply when sharing articles. Example: If Betty shares an article URL with Ryan, who isn't an audience member of the article, Workday displays an error instead of the article content.
Copying the URL also enables you to access the latest version of the article. When you copy the link directly from the web browser, the link doesn't work as the browser links change.
Article Collaboration
Article authors can share article drafts by adding other authors as article collaborators. When viewing a shared article draft, collaborators can also add comments on the draft. Article collaboration enables multiple authors to access, collaborate, and review new article drafts before publishing the draft.
Collaborators receive notifications in Workday when:
- An author adds them as a collaborator to an article draft.
- Other collaborators leave comments on shared drafts.
Article Feedback
You and your employees can help improve article content by letting authors know whether an article was helpful or not. You can leave a comment on articles that you find unhelpful. Workday sends a notification with the comment to the most recent author of that article version. Workday doesn't notify the original author or any other authors who might have edited the article.
Article Metrics and Reporting
You can view article usage details from the last 30 days, like:
- How helpful employees find an article.
- Feedback from employees.
- How many views an article receives.
- Median time employees spend reading an article.
You can access article metrics by selecting the:
- Morebutton when you view a published article as an editor.
- View Article Metricsoption from the ellipsis icon on each published article in the Help Article Workspace.
You can access these Workday-delivered reports:
Report Name | Description |
|---|---|
Article Version Comments
| The Article Version Comments advanced report displays comments for each article version. |
Help Article Performance
| The Help Article Performance advanced report displays article metrics for your entire knowledge base, enabling you to analyze your knowledge base and make data-driven improvements. This report displays article metrics for each individual published version of an article. The Help Article Performance report refreshes daily, updating the Total Views, Helpfulness (%), and Article Version Feedback fields each day. The Article Version Feedback fields in the report only calculate and display metrics for negative feedback responses. |
You can create custom reports to aggregate and view article metrics by using the
Knowledge Base Article Versions
report data source.You can make a copy of the Workday-delivered
Help Article
discovery board to create and share a visual analysis of your knowledge base. You can create and share custom discovery boards by using the Knowledge Base Article Versions
report data source.From the
Help Article Workspace
, you can view the total number of views and Helpfulness (%) for all published versions of an article.Article Summarization with AI
You can use generative AI in the article editor to summarize new or existing article content into:
- A general summary article with Overview, Key Takeaways, Call to Action sections. The Key Takeaways section displays content in a numbered list.
- A talking points for managers article with Summary, Key Talking Points for Managers, and Call to Action sections. The Key Talking Points for Managers section displays content in a numbered list.
- A frequently asked questions article with Introduction and FAQ sections. The FAQ section displays content in a question and answer format.
The
Restructure with AI
option in the article editor enables you to summarize your existing article content. The Generate Content
option in the article editor enables you to select a DOCX or PDF file from your desktop or Drive and create a new summary of the content in the file.
When you use the
Generate Content
option to upload and summarize a file, Workday automatically attaches the source document and displays it in an additional Source Document section. Article Translation with AI
You can use generative AI in the article editor to translate your article content into a different language.
From an initial base article, you can create and publish translated versions of the article by using the
Add Translation
button in the Translations
section in the side panel. For each article translation, Workday automatically creates a new version of the base article.When accessing a published base article in the Help Articles workspace, you can view each corresponding translated article version in the
Translations
section. You can use the Update from Base Article
option to apply and translate content changes from a published base article to a translated article version.The supported languages for translations are:
- Bulgarian
- Czech
- Danish
- Dutch
- English
- Estonian
- Finnish
- French (Canada)
- French (France)
- German
- Greek
- Hungarian
- Indonesian
- Italian
- Japanese
- Korean
- Latvian
- Norwegian
- Polish
- Portuguese (Brazil)
- Romanian
- Russian
- Simplified Chinese
- Spanish (Neutral)
- Swedish
- Turkish
- Ukrainian
Media in Articles
You can add these types of media to an article:
Media | Description |
|---|---|
File | Displays as an attachment that viewers must download to view.
Articles support these file types for attachment:
|
Image | Displays in the article using the sizing settings you configured. |
Video | Displays as an embedded video that viewers can watch directly in the article. |
Related Articles
Workday uses the content of an article to search for and associate other related articles. Based on those associations, Workday displays up to 3 related articles at the bottom of an article.
While you can't manually designate which articles relate to each other, you can hyperlink to articles within an article body to promote visibility.