Review Knowledge Articles - Zoho Desk Knowledgebase

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:

  1. The article owner drafts the article and sends it for review.
  2. The reviewer receives an email notification about the article pending review.
  3. The reviewer reviews the articles. The reviewer and the author can collaborate over comments that are displayed on the Comments tab of the article.
  4. 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:
  1. Log in to Zoho Desk with administrator privileges.
  2. Click the Knowledge Base (KB) module.
  3. Click Organize Category under the Manage KB sub-menu.
  4. Edit the category for which you want to add the approval process.
    The Edit Category window slides open from the right.



  5. Turn on the Review articles option and then click Add to open a list of users.
  6. Select the reviewers from the list and then click Save.
  7. Click Save again.
The article owners can now send articles for review, which the reviewers can review and publish in the help center.

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