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Review process for knowledge articles

Knowledge Article REVIEW Process.

Published articles need a Review process. Every 60/90 days, an article should be reviewed for usage. This should be built into reporting.
This helps keep articles relevant, removes unnecessary articles that may have no usage or views.

Every article when created and before published should be reviewed for:

  • Is Content Accurate (and complete)
  • Does it follow the style Guide?
  • Does it contain any PII (Customer information)
  • Are screenshots up to date, not fuzzy, relevant
  • Are Placement sections updated ?
  • Has the article been technically reviewed?

An Editorial Review will also be done prior to release- Is the Title Accurate, Is spelling accurate, are links working.

How will this be done?

  • Will help Flag articles that need 'work'
  • Conduct periodic article audits - meaning, randomly search articles, and review. (*are they still relevant?)
  • Continuous improvement:
    • Identify new opportunities (with peers)
    • Update high value articles
    • Help review articles *(by reporting every 30/60 or 90 days) that should be archived/updated

Reporting will be critical to this function.

ZenDesk also offers (Verified/Unverified) article

Manually unverified articles do not send email notifications at the time they're marked as unverified,

  • Zendesk sends bi-weekly reminder emails for all articles marked as unverified:
  • Unverified articles appear in the Needs verification list and are included in bi-weekly emails to article owners reminding them to verify their articles.
  • Article owners can click the email links to open the article editor and manually set the articles to verified, removing them from the Needs verification list and terminating the email notification for that article.

Important: Once articles are unverified, they remain in the Needs verification list and are listed in email notifications to article owners until they are verified, regardless of whether the rule that put them there is changed or deleted.

Report Details:

Relevant Links:

Edited by Kirsty Allen