Attachments
TKB Version Control Requirements
This article outlines the step-by-step procedure for submitting requests for new articles or amendments to existing articles in the knowledge base. Please ensure that you follow these procedures carefully to ensure smooth processing of your requests.
To request the creation of a new article, you must complete the New Article Template. Follow these steps to submit your request:
Step 1: Complete the New Article Template
The New Article Template contains the following required fields:
- Knowledge Base Portal
Select the Knowledge Base portal under which the new article should be categorized.
- Folder URL
Include the URL of the folder you are requesting to add the article to.
- Business Owner
Identify the Business Owner for the article. The business owner is responsible for maintaining the article’s accuracy and ensuring it is up-to-date. This must be a team email address (not an individual’s email address). Articles cannot be created without an assigned business owner.
- Requester Details
Provide your details as the person requesting the new article. This allows us to contact you if any clarifications are needed.
- Full Article Content
Enter the full content of the article. This is necessary for us to create the article in the knowledge base. Please ensure the content is complete and accurate before submitting.
Step 2: Send the Template to the Business Owner for Approval
- Review: The business owner must review the article request and verify that the content and other details are correct.
- Approval: The business owner must confirm their approval for the article. This confirmation must come from a team or group email address (not an individual’s email address).
Step 3: Submit the Approved Template to the TKB Team
- Once the business owner has approved the article request, they should send the completed New Article Template to the TKB team.
- Attach any necessary approval emails (if applicable).
Step 4: TKB Team Review
- The TKB team will review the submitted request to ensure all necessary details are included.
- If anything is missing or unclear, we will send the request back for clarification.
Step 5: Confirmation Email
- After the article has been created, you will receive a confirmation email from the TKB team.
- The business owner will be asked to confirm that the new article has been created as expected.
To request an amendment or removal of an existing article, you must complete the Article Amendment Template. Follow these steps to submit your request:
Step 1: Complete the Article Amendment Template
The Article Amendment Template includes the following required fields:
- Knowledge Base Portal
Select the Knowledge Base portal associated with the article you wish to amend.
- Article Title
Provide the title of the article you wish to amend.
- Article URL
Include the URL of the article you are requesting to amend.
- Business Owner
The Business Owner for the article must be identified. Only the business owner can request amendments, and they are responsible for ensuring the article remains accurate. The Business Owner is listed on the bottom of the article.
- Requester Details
Provide your contact details as the person requesting the amendment.
- Article Content with Tracked Changes
Use the Track Changes feature in Microsoft Word to indicate the exact amendments you would like to make. This ensures we can easily see the changes and avoid errors.
Step 2: Send the Template to the Business Owner for Review and Approval
- The business owner must review the proposed changes and ensure everything is correct.
- The business owner must approve the amendments before submission. Again, this confirmation must come from a team or group email address.
- Once the business owner has approved the amendments, they should send the completed Article Amendment Template to the TKB team.
- Attach any necessary approval emails (if applicable).
Step 4: TKB Team Review
- The TKB team will review the submitted amendment request.
- If any information is missing or unclear, we will return the request to you for clarification.
Step 5: Confirmation Email
- After the article amendment has been processed, you will receive a confirmation email from the TKB team.
- The business owner will be asked to confirm that the amendments have been made correctly.
To request multiple amendments or removal of an existing articles, you can use the Multiple Request Template.
Follow these steps to submit your request:
Step 1: Complete the Multiple Request Template
The Multiple Request Template includes the following required cells to be updated:
- Knowledge Base Portal
Select the Knowledge Base portal associated with the article you wish to amend. Column A
- Article Title
Provide the title of the article you wish to amend. Column B
- Article URL
Include the URL of the article you are requesting to amend. Column C
- Current Content
Copy all the content of the live article into Column D
- Updated Content
Copy all the content of the live article into Column E and make the required amendments and highlight it RED
- Comments
Add any comments about the changes for example to notify team to remove and update attachments. Column F
- Business Owner
The Business Owner for the article must be identified and put in Column F. Only the business owner can request amendments, and they are responsible for ensuring the article remains accurate. The Business Owner is listed on the bottom of the article.
Step 2: Send the Template to the Business Owner for Review and Approval
- The business owner must review the proposed changes and ensure everything is correct.
- The business owner must approve the amendments before submission. Again, this confirmation must come from a team or group email address.
- Once the business owner has approved the amendments, they should send the completed Multiple Request Template to the TKB team.
- Attach any necessary approval emails (if applicable).
Step 4: TKB Team Review
- The TKB team will review the submitted amendment request.
- If any information is missing or unclear, we will return the request to you for clarification.
Step 5: Confirmation Email
- After the article amendment has been processed, you will receive a confirmation email from the TKB team.
- The business owner will be asked to confirm that the amendments have been made correctly.
Important Notes for Both New Articles and Amendments
- Business Owner is Required: Every article, whether new or amended, must have a designated business owner. The business owner is responsible for ensuring the article is accurate and up-to-date.
- Group Email for Business Owners: The business owner’s email address must be a group or team email address (not an individual’s email address). This ensures continuity in case the business owner leaves the team.
- Tracked Changes for Amendments: For article amendments, you must use the Track Changes feature in Microsoft Word to clearly highlight the changes. This helps us process the amendments quickly and accurately.
- One Template per Article: You must submit one template per article. If multiple amendments are needed for the same article, please contact the TKB team to discuss the best approach.
- Approval Process: Both new article and amendment requests require approval from the business owner. Only business owners can authorize changes to articles, and they must be included in all communications to the TKB Team.
Common Issues and How to Avoid Them
- Missing Business Owner: Requests will not be processed if there is no business owner listed or Business Owner not on the communication to the TKB Team. Ensure this field is filled in correctly and approval is attached on the email to the TKB Team
- Incorrect Template: Be sure you are using the correct template for your request. The New Article Template is for creating new articles, and the Article Amendment Template is for modifying existing articles. Please use the appropriate QBS Templates, details are in the article below.
- No Tracked Changes: If you are requesting amendments to an existing article, ensure you use the Track Changes feature in Word. Failing to do so may result in delays as we will not be able to easily identify the required changes.
Contacting the TKB Team
If you need assistance with completing the templates or have questions about the submission process, please reach out to the TKB team. We’re here to help you every step of the way.
By following this procedure, you can ensure that new articles and amendments are processed efficiently and accurately. Thank you for your cooperation.
Please see the list of Business Owners below:
| Departments | Key Contact | Group Email Address |
| Agent Maintenance | Jane Sampson | #AgentMaintenanceManagement@uk.dstsystems.com |
| Cash | #CashManagement.TechnicalTeam@uk.dstsystems.com | |
| Client Maintenance | Tom Dosser | GIDS-IOBFCPRegistrationQualityUK@sscinc.com |
| Commission Processing | Leanne Howard | #Commission&FeeTMTL@uk.dstsystems.com |
| Complaints | Dalene West | #ComplaintsAdmin@uk.dstsystems.com |
| CSV | #CSVProjects@uk.dstsystems.com #CSVProjectsIndia@sscinc.com | |
| DCS/ICS | Laura Springall | DCSProjectsupport@uk.sscinc.com |
| Dealing Services | Jon Leigh | #DealingServicesTKBupdates@uk.sscinc.com |
| Distributions | Bobbie Toovey/Gina Fabri | # Distributions UK \# Distributions Processing UK \# Recs Distributions #DistributionsUK@uk.dstsystems.com #DistributionsProcessinguk@uk.dstsystems.com RecsDistributions2@uk.dstsystems.com |
| DMD | Sonia Parker | #AdamsHouseQualityCoaches@uk.dstsystems.com |
| Estate Maintenance | Tom Dosser | GIDS-IOBFCPRegistrationQualityUK@sscinc.com |
| FCP/Client Create | Summer Farrell/Leanne Smith/ Priya Lad | #VADirectReports@uk.dstsystems.com |
| Legal & Residency | Tom Dosser | GIDS-IOBFCPRegistrationQualityUK@sscinc.com |
| Registrations | Tom Dosser | GIDS-IOBFCPRegistrationQualityUK@sscinc.com |
| Settlements | Tom Dosser | GIDS-IOBFCPRegistrationQualityUK@sscinc.com |
| Written | #CSWCoachingSupport@uk.dstsystems.com #ISSTT@uk.dstsystems.com |
For QBS requests these will still need to follow the above process, but the QBS template will need to be used instead of the article template. The template for this can be found on the below:
- QBS Request
- Biannual Statement QBS
- CASS 9 Statement QBS
- Renewal Commission QBS
All file types should have a version control added within the file content and not within the file name. Business areas can save the file with the version number within the file name for their own benefit, but this would not be saved onto TKB.
The below should be added onto the content of the file, for example bottom/top of a word document, a separate tab on an Excel spreadsheet
For Internal Use Only:
Business Owner Team: TKB Team
Business Owner Contact Details: tkbteam@sscinc.com
Note: All Knowledge Base updates are approved by the Business Owner.
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