I'm a bit confused by the criteria-based sharing rules part. Does that mean the user's access was revoked when their record was deactivated? I'll have to consider that angle.
Knowledge management is definitely the right answer here. It's the process that provides a framework for collaboration, shares information with customers, and helps reduce the cost of support. I'm confident this is the correct choice.
I think the baseline asset lifecycle automation flows provided by the HAM plugin are Hardware asset order, Hardware retire order, and Hardware disposal.
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