Can I get my knowledge base articles reviewed?
Your knowledge base articles must be reviewed to ensure it contains correct and updated information. Although this is optional, it helps you eliminate incorrect information while building trust and reputation among your customers. Zoho Desk allows you to add an approval process to your knowledge base that ensures that reviewers approve the article before it's published.
The following steps illustrate how the review cycle works:
- The article owner drafts the article and sends it for review.
- The reviewer receives an email notification about the article pending review.
- The reviewer reviews the articles. The reviewer and the author can collaborate over comments that are displayed on the Comments tab of the article.
- After the review is complete, the reviewer or the author can publish the article for end users.
To set up the review and approval process:
- Log in to Zoho Desk with administrator privileges.
- Click the Knowledge Base (KB) module.
- Click Organize Category under the Manage KB sub-menu.
- Edit the category for which you want to add the approval process.
The Edit Category window slides open from the right. - Turn on the Review articles option and then click Add to open a list of users.
- Select the reviewers from the list and then click Save.
- Click Save again.
The article owners can now send articles for review, which the reviewers can review and publish in the help center.
Related Articles
Downloading Knowledge Base Articles as PDF Files
You can take your knowledge base articles offline by downloading them as PDF files. The downloaded PDF file will be readable, print-friendly, and contains images and table of contents. Agents can download PDFs of articles on the support interface, ...Adding Knowledge Base Owners as Reviewers
Every article published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. You can bring in people who can add their experience ...Knowledge Base Article Views
The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...Using Article Versions in Knowledge base
Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...Article Insights and Knowledge Base Dashboard
Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing ...