FS-DOC-03Operations
Process Runbook / SOP
Internal Knowledge Base Management
[YourCompany.com] · Operations Department · Prepared by FullSpec · [Today's Date]
This runbook is your operating guide for the automated Internal Knowledge Base Management process. It explains what the automation does at each step, where your team still acts, how to handle exceptions when they arise, and what ongoing maintenance is needed to keep the system running well. FullSpec has built and configured the end-to-end workflow. Your role, and that of your subject-matter experts, is limited to the specific human steps called out in this document.
01Process overview
This process covers the full lifecycle of internal knowledge base content: structured intake of new article requests and flags, automated triage and ownership assignment, draft review and approval routing, publication to the Notion knowledge base, team announcement via Slack, and scheduled review reminders for every published article. Before automation, the operations manager manually assessed each request, chased owners and reviewers by Slack message, copy-pasted approved content into Notion, and maintained a review-date spreadsheet that was routinely ignored. The automated flow replaces all routine coordination steps with structured triggers and status-based logic, leaving the operations manager to handle only genuine exceptions and judgement calls.
Process name
Internal Knowledge Base Management
Trigger
A staff member submits a Google Form to request a new article or flag an existing article as outdated or incorrect
Final output
Published article in Notion with correct metadata, a Slack team announcement, and a scheduled review reminder set for the article owner
Agents running
Knowledge Triage Agent; Review and Publish Coordinator Agent
Tools involved
Google Forms, Notion, Google Docs, Slack, Loom, Automation platform
Weekly volume
Approximately 30 article reviews or updates per month (~7 to 8 per week)
Human checkpoint
Operations Manager reviews exception cases flagged by the triage agent (duplicate or unrecognised category); Subject-Matter Expert writes and revises article drafts; Reviewer approves or returns draft before publication
Process owner
[Your name] — Operations Manager
Process Runbook / SOPPage 1 of 4
FS-DOC-03Operations
02Step-by-step: what happens and who acts
What you actually need to do: Your only required action in the normal flow is to review exception cases that the triage agent flags, specifically requests it cannot confidently classify or where a possible duplicate needs a judgement call. Everything else, including task creation, reviewer routing, publication, team announcements, and review reminders, runs automatically. Subject-matter experts write and revise drafts, and reviewers approve them; the automation handles all the coordination around those steps.
Step
What happens
Who acts
Type
1
A staff member completes the Google Form to request a new article or flag an existing one as outdated or incorrect. The form response is picked up by the automation platform and the workflow begins immediately.
Staff member
Automated
2
The Knowledge Triage Agent reads the incoming request, searches the existing Notion knowledge base for duplicate or closely related articles, and classifies the request as new, update, or duplicate. It assigns a priority level based on the subject area and any urgency flags in the submission.
Knowledge Triage Agent
Automated
3
If the triage agent identifies a likely duplicate or cannot confidently assign the request to a known category, it pauses and flags the item for the operations manager to review in Notion. The operations manager spends approximately ten minutes reviewing the flagged item and either confirms the classification, merges it with an existing article task, or marks it as a new request. This is the primary human checkpoint in the normal workflow.
Operations Manager
Human
4
A new article task is created in Notion with the classification, assigned subject-matter expert, due date, and review interval pre-populated based on the triage output and the ownership reference table configured during setup.
Automation platform
Automated
5
The assigned subject-matter expert receives a direct Slack message containing the task link, a plain-English summary of what is needed, and the due date. No manual chasing is required at this stage.
Automation platform via Slack
Automated
6
The subject-matter expert writes a new article or updates the existing version in Google Docs or directly in Notion, attaching any Loom recordings where relevant. When the draft is ready, they update the Notion task status to Ready for Review.
Subject-Matter Expert
Human
7
The Review and Publish Coordinator Agent detects the status change in Notion and sends the designated reviewer a Slack notification with a direct link to the draft. The reviewer reads the draft, leaves inline comments or edits in Google Docs or Notion, and updates the task status to Approved or Needs Revision.
Reviewer (Operations Manager or nominated reviewer)
Human
8
If the reviewer marks the draft as Needs Revision, the subject-matter expert receives an automatic Slack notification with a link back to the draft and the reviewer comments. The expert addresses the feedback, updates the draft, and resets the task status to Ready for Review. This loop repeats until the article is approved.
Subject-Matter Expert then Automation platform
Human
9
On approval, the Review and Publish Coordinator Agent updates the article status in Notion to Published, writes the correct metadata including owner name, publication date, and review interval, and moves the article to the appropriate section of the knowledge base. No manual copy-paste is needed.
Review and Publish Coordinator Agent
Automated
10
A formatted Slack message is posted automatically to the designated team channel announcing the new or updated article. The message includes a direct link and a one-line summary pulled from the article metadata.
Automation platform via Slack
Automated
11
When the article approaches its scheduled review date, the automation platform sends the assigned owner a Slack reminder with the article link and a prompt to confirm the content is still current or to submit an update request via the Google Form. No manual tracking or chasing is required.
Automation platform via Slack
Automated
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03Handling exceptions
Situation
What the system does
What you do
Submitted request matches an existing article closely but is not an exact duplicate
The Knowledge Triage Agent flags the request as a possible duplicate and sets the Notion task status to Needs Manager Review. It includes a link to the existing article for comparison.
Open the flagged Notion task. Review the existing article and the new request. If they overlap, merge the requests and close the duplicate. If they are genuinely distinct, update the task status to Confirmed New so the automation continues.
Request arrives via Slack or email rather than the Google Form
The automation does not pick up requests submitted outside the Google Form. The request sits unprocessed and no task is created in Notion.
Direct the staff member to resubmit using the Google Form link. If the request is urgent, complete the form on their behalf to start the workflow. Do not create a manual Notion task, as this bypasses the triage agent.
Assigned article owner does not respond within the set due date
The Review and Publish Coordinator Agent sends an automatic escalation Slack message to both the article owner and the operations manager when the task passes its due date without a status change.
Contact the owner directly to confirm they received the task. If they are unavailable, reassign the task to an alternative subject-matter expert by updating the owner field in the Notion task. The automation will send a fresh Slack notification to the new owner automatically.
Reviewer does not respond to an approval request within 48 hours
The Review and Publish Coordinator Agent sends a follow-up Slack reminder to the reviewer after 48 hours of no status change. If no response is received after a further 24 hours, it escalates to the operations manager.
Check whether the reviewer is available. If they are away, update the reviewer field in the Notion task to reassign to another approver. If the article is time-sensitive, you may approve it directly as the process owner and update the task status to Approved.
Notion is unavailable or the API connection fails
The automation platform logs the failed step and pauses the workflow. It retries the Notion API call up to three times over fifteen minutes. If all retries fail, it sends an alert to the operations manager via Slack.
Check the Notion status page and the automation platform error log. If the outage is brief, the workflow will resume automatically once Notion is back online. If the outage is prolonged and the article is urgent, create the Notion task manually and inform FullSpec support at support@gofullspec.com so the workflow can be restarted cleanly.
An article reaches its review date but the assigned owner has left the team or changed role
The automation sends the scheduled review reminder to the owner recorded in the Notion metadata. If that Slack user is inactive, the message is undelivered and no status change occurs.
Update the Owner field in the Notion article record to the correct current team member. Update the ownership reference table used by the triage agent so future assignments go to the right person. Contact FullSpec support if you need help updating the reference table configuration.
04Who to contact and when
Fill in the rows below once your team is confirmed. These contacts should be the first point of call for each situation described. The FullSpec rows are fixed and do not need to be edited.
Role
Name
How to reach them
Process owner (Operations Manager)
[Your name]
[Your email or Slack handle]
Primary reviewer / approver
[Reviewer name]
[Reviewer email or Slack handle]
Subject-matter expert (primary)
[SME name]
[SME email or Slack handle]
Subject-matter expert (backup)
[Backup SME name]
[Backup SME email or Slack handle]
Notion workspace admin
[Admin name]
[Admin email]
FullSpec builder
FullSpec team
support@gofullspec.com — for workflow changes, agent logic updates, or integration errors
FullSpec support
FullSpec support
support@gofullspec.com — for general questions, error alerts, or anything unexpected in the automation
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05Ongoing maintenance
Whenever article categories or ownership changes
Update the ownership reference table used by the Knowledge Triage Agent to reflect new team members, restructured categories, or subject-matter expert changes. Without this update, the triage agent may assign tasks to the wrong person or default to the operations manager as a fallback.
Operations Manager, with FullSpec support if reference table access is needed
Whenever a Slack notification template needs updating
Contact FullSpec to update the Slack message templates used for owner notifications, reviewer prompts, and team announcements. Do not edit Notion automation properties directly without checking with FullSpec first, as property name changes can break workflow triggers.
FullSpec team (contact support@gofullspec.com)
Monthly
Run a spot-check on the Notion knowledge base. Confirm that articles published in the past month have the correct status, owner, and review date. Check that no articles are stuck in a Needs Review or Pending Approval status for more than five business days without a reason.
Operations Manager
Monthly
Review the automation platform error log for any failed steps, skipped triggers, or API retry events. A pattern of repeated errors on the same step usually indicates a configuration issue or a change in one of the connected tools that needs attention.
Operations Manager, escalate to FullSpec support if errors are present
When a team member joins or leaves
Update the Notion owner field on any articles assigned to the departing team member. Update the ownership reference table so new assignments are routed correctly. If the departing person was a reviewer or approver, update the reviewer routing logic with FullSpec.
Operations Manager and FullSpec team
Quarterly
Review the volume of requests processed in the quarter against the baseline of approximately 30 per month. If volume has grown significantly, check whether the triage agent classification rules need expanding, whether additional ownership categories are needed, and whether the review reminder cadence is still appropriate for the size of the library.
Operations Manager, with FullSpec team for any rule or cadence changes
The most common maintenance issue for this process is the ownership reference table becoming out of date. When a subject-matter expert changes role or a new team member joins, the triage agent continues assigning tasks to the previous owner until the table is updated. This causes tasks to go unacknowledged and review reminders to reach the wrong person. Make updating the reference table part of your standard offboarding and onboarding checklist.
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