Within Knowledge you can give Articles and Conversations a review flow. This automatically sends an email to the owners of an Article or Conversation to check its relevance. This way, alongside content and structure, you keep the Knowledgebase always up-to-date.
An owner who ensures quality differs from the knowledge holder who knows everything about the content. An owner can retrieve information from the knowledge holder. A knowledge holder will generally have fewer permissions and therefore cannot edit content in Knowledge themselves.
Contents of this article:
- Assigning a date and quality manager
- Reviewing and ticking off content
- Review Dashboard
- Content control overview Widget
- Assigning permissions
Assigning a date and quality manager
You can assign one or more persons (Owners) to an Article or Conversation who check the quality of the content. Additionally, you can set a review date for the Article or Conversation. This option is currently not available for Topics.
- Go to the editor of an Article or Conversation
- Expand Review Date
- Add a Review Date and Owner. The Owner receives push notifications via the app and email notifications.
*If only one of the two (Review Date or Owner) is filled in, no notifications will be sent. An Owner can be removed by hovering the mouse over the name and then clicking the cross. This is (currently) not possible for the Review Date.
Notifications
Articles and Conversations that need to be reviewed are listed in an email and via a push notification in the app to the Owner. If no Articles or Conversations meet the conditions, no email or push notification is sent. There are two moments when this check takes place:
-
Weekly run: Weekly run: every Monday morning a run checks if there are Articles or Conversations whose deadline is approaching. For each scenario, a separate email notification is sent if the condition is met:
- Scenario 1: The review date is between now (that Monday) and 2 weeks in the future.
- Scenario 2: The review date is between now (that Monday) and 7 days in the future.
- Scenario 3: The review date is between now (that Monday) and 1 week in the past.
-
Daily run: every morning a run checks which Articles or Conversations need to be reviewed by the Owner.
- Scenario 4: On the day of the deadline (the entered Review Date) the Owner receives an email notification.
The text of the email notification / push notifications is currently fixed and cannot be changed. For each scenario, as listed above, an appropriate text has been created.
Example of the email notification for scenario 1 (weekly run):
Example of the email notification for scenario 2 (weekly run):
Example of the email notification for scenario 4 (daily run):
Example of an app push notification:
Via the notifications, the Owner can click on the relevant item. You then go directly to the item in Knowledge.
Don't forget to enable notifications in your profile:
Reviewing and ticking off content
A quality officer (Owner) can edit Articles and Conversations when necessary. Once everything is ready for publication and Publish is clicked, the option Mark as checked appears to mark the Article or Conversation as 'reviewed'. When this is done, a new review date (after x number of months) must be entered.
You adjust the Review Date in the Editor of the Article or Conversation. Historical data, such as who performed a review and when, is also displayed here:
*Someone other than the Owner can still edit the Article or Conversation.
Review Dashboard
Via Knowledge you access the Dashboard. This dashboard shows the Content control overview.
Here the owner sees at a glance which Articles and Conversations have been assigned to him or her:
- (Type icon) – Indicates whether it is an Article or a Conversation.
- Name – The name of the Article or Conversation.
- Type – The type of content. Currently only Articles or Conversations.
- Deadline – The date and time by which the item must be reviewed.
- Assigned to – The name of the Owner who must update the Article or Conversation. If multiple Owners are assigned, no name is shown here.
- (Status symbol) – Red if the deadline has passed.
Under the All content tab are all Articles and Conversations with the same properties. This section is still under development.
The sorting of this list is based on the next upcoming deadline.
Content control overview Widget
Besides the Dashboard, there is also a widget to make it even easier to keep track of the items you need to review. The Widget is a placed widget, suitable for wide areas. For example, above a Know & Arrange widget.
Assigning permissions
A specific role is needed to perform certain actions:
- To add the Owner and the Review Date, the role 'Knowledge Manager' is required.
- To edit content, [role name] is required.
- To tick off content as reviewed, [role name] is required.
*This article was created for an MVP functionality. It is an initial version of a
future standard functionality. This means there may be bugs, there are already
known developments planned, and changes may/will occur.