You can now set up an approval process within your knowledge base. This feature will allow you to assign selected agents as approvers to specific folders and solution articles written by other agents will only get published upon their approval.
Why do we need approvals?
In an IT team, any agent can write a solution article and make it available for all the employees by publishing it in the knowledge base. But, when multiple stakeholders take control of the content, it often results in a lack of consistency. There will also be cases where a solution article is written can be misleading for an employee. In order to streamline this process and ensure consistency across the knowledge base, organizations can set up a content approval process.
You can add approvers to the solution folders by following the steps mentioned below:
Click on the Solutions tab on the left side bar and navigate to the folder for which you wish to set up article approvals.
Once you’re in the folder, click on the Edit (pencil) icon on the top right corner.
Scroll down to the bottom of the Edit Folder pane, and check the Assign Approver option.
Add the agents whom you wish to add as approvers to that folder.
After adding the approvers, choose between the options All approvers and Anyone can approve/reject. If you choose the first option, the approval process will require all the assigned approvers to approve an article. Whereas in the second option, the approval process requires any one of the approvers to approve an article.
Click Save for the changes to take effect.
Sending Articles for Approval
Agents who are not approvers can’t publish articles on their own. They’ll have to send them for approvals. The approvers will vary based on the folder under which an agent wants to publish an article.
After drafting an article, an agent can send it for approval by clicking the Send for Approval button.
The agent can make any number of changes before submitting an article for approval. However, he can make any further changes after clicking the Send for Approval button.
On the right pane, the agent can also see who the status of the approval. Once approved, the agent will have access to publish the article. If the approver provides feedback, the agent can see the feedback, make the necessary changes and send the article back for approval.
If you’re an approver, you can access articles that are awaiting your approval from the Approvals section under the Solutions module. You can approve articles by clicking on the Approve button present against each submitted article.
However, if you wish to review an article, you’ll have to click on an article. After going through the article, click on the button on the top right corner. Here, you can perform the following actions:
Approve - Approve the article and the agent who had submitted the article will publish it.
Approve & Publish - Approve the article and publish it immediately.
Edits Required- Send the article back to the agent along with your feedback.
Note: An article will be sent back to the agent for revision even if one of the approvers select the Edits Required option.