We're excited to announce a powerful new feature for our Knowledgebase: the ability for agents to provide feedback on articles and for designated reviewers to manage these suggestions. This enhancement creates a collaborative environment, ensuring your knowledgebase content remains accurate, relevant, and up-to-date.
To manage this new workflow, we have introduced two new agent role permissions:
Ability to flag an article for review: Agents with this permission can suggest updates, flag articles for deletion, or request clarification on existing content.
Administer articles that are flagged for review: Agents with this permission can review, manage, and resolve the feedback submitted by other team members.
If you have the appropriate permissions, you will see a Suggest update button on articles.
Click the Suggest update button.
A "Flag article for an update" window will appear.
Select a "Reason for update" from the dropdown menu (e.g., Incorrect Content, Needs Update, Obsolete).
Add any relevant comments or details in the text box.
Click Submit Suggestion.
When an article is flagged, it enters a review queue. Users with the "Administer articles" permission can see the suggestion directly on the article page within an Under Review panel.
From here, reviewers can:
View the reason for the suggestion and any comments.
See who submitted the feedback and when.
Update the status of the suggestion (e.g., New, In Progress, Completed).
Add a Reviewer Note to provide context or record actions taken.
Click Save Status to log the update.
To streamline management, we've added new ways to view and handle suggestions:
Open Suggestions View: In the main knowledgebase navigation, there is a new "Open Suggestions" section under "All Articles" to quickly find all articles that have pending feedback.
New List Columns: You can now add "Suggestion" and "Suggestion State" columns to your knowledgebase list view to see feedback status at a glance.
Export to Excel: The ability to Export to Excel has been added to the column options menu, allowing you to download a report of your articles, including their suggestion status.
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