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Handling Resource Requests (Admin View)

Review incoming resource requests, create or link content through multiple resolution paths, and close the feedback loop with your team.

This guide is for admins and owners who review and fulfill resource requests from team members. You will learn how to triage incoming requests, choose the best resolution path, and close the loop so requesters get notified with the result.

This is the companion guide to Requesting a Resource You Need, which shows the member side of the same workflow.

1

See Incoming Requests

New resource requests appear as a notification badge in the header. Here is how to get to the queue.

Look for the notification badge on the Team dropdown in the header. A badge indicates pending requests. Click Pending Requests to navigate to the request queue. Review the queue: each request shows the requester, topic, urgency, department, and submission date.

2

Review a Request

Open a request to see the full details before deciding how to resolve it.

Click any request to open its detail view. Read the full description: what was requested, the preferred format (document, FAQ, quick reference, video), and the urgency level. Check the similar resources section. The system automatically surfaces existing content that might already answer the request.

3

Choose Your Resolution Path

There are four ways to resolve a request. Pick the one that best fits the situation.

Option A: Quick WriteDraft content directly in the response editor. Best for FAQs, quick references, and short explanations. The response becomes a new KB document when you save.
Option B: Use Lumen to GenerateLet Lumen draft a response by synthesizing from your existing knowledge base. Best for synthesis. Review and edit before publishing.
Option C: Link Existing ResourceIf the requested content already exists, link it directly. Fastest option. The requester gets a notification with a link to the document.
Option D: Message the RequesterNeed clarification before you can resolve? Message the requester directly. The conversation lives in Messages and is linked to the request.
4

Mark Complete

After resolving the request through any of the four paths, mark it as completed so the requester is notified.

Click Mark Complete on the request. Add optional notes explaining what was provided or any additional context. The requester gets notified automatically and can view the resource, then rate and provide feedback.

You have resolved the request and your team member has been notified. As your knowledge base grows, explore how all of this content connects together in the Knowledge Graph.

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