{
  "id": "workflow:self-service-portal-content-review",
  "_kind": "Workflow",
  "_file": "workflows/workflows/workflows-support-ops.yaml",
  "_cluster": "workflows",
  "attributes": {
    "displayName": "Self-Service Portal Content Review",
    "workflowKind": "governance",
    "triggerType": "scheduled",
    "typicalCadence": "monthly",
    "complexity": "cross-team",
    "description": "Evaluates the effectiveness of help center and self-service portal content\nin deflecting support tickets -- analyzing search analytics to identify top\nqueries with zero results or low click-through, measuring article\neffectiveness through resolution-confirmation signals and subsequent ticket\ncreation rates, auditing article accuracy against current product behavior\nand release notes, reviewing content coverage gaps by mapping ticket\ncategories to existing knowledge base articles, assessing content freshness\nby tracking articles not updated since their referenced feature changed,\nevaluating navigation and taxonomy effectiveness through user journey\nanalytics, and benchmarking self-service resolution rates against industry\nstandards. Produces content effectiveness scorecard, gap analysis report,\nand content refresh priority queue. Excludes article authoring.\n"
  },
  "outgoingEdges": [
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "role:technical-writer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "role:product-designer",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "role:data-scientist",
      "kind": "involves_role",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "skill-area:domain-driven-design",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "skill-area:data-quality",
      "kind": "requires_skill_area",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "domain:customer-experience",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "domain:operations",
      "kind": "applies_to_domain",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "responsibility:write-user-docs",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "responsibility:data-quality-monitoring",
      "kind": "triggers_responsibility",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "org-unit:support-team",
      "kind": "performed_by_org_unit",
      "attributes": {}
    },
    {
      "from": "workflow:self-service-portal-content-review",
      "to": "org-unit:customer-success",
      "kind": "performed_by_org_unit",
      "attributes": {}
    }
  ],
  "incomingEdges": []
}