Adding Knowledge Base Owners as Reviewers
Every article published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. You can bring in people who can add their experience and insights into the articles and get the most out of them. It also emphasizes the fact that every help desk should have one or more Directly Responsible Individuals (DRIs) who will review the content that is put out for the external world. These individuals are called Reviewers in Zoho Desk.
You can assign Reviewers to scrutinize the articles before they are published. Usually, your agents will draft and send their articles for review. The reviewers will receive an email notification with a link to the article. They can then review and publish the article to the KBase.
To enable and add reviewers to a category:
- Click the Knowledge Base (KB) module.
- Click Manage KB from the left panel.
- Click Organize Category under the Manage KB sub-menu.
- Hover your mouse pointer and click the Edit icon (
) corresponding to the category you want to enable.
The Edit Category window slides open from the right. - Toggle the Review Articles setting to enabled and then click Add to specify reviewers.
- Select the reviewers you want to add to the category.
- Click Add, and then click Update.
Note:
- Please make sure to fill out the Description field before you save the category.
- The Review Articles icon is greyed out when a category has an associated department. Once the department is removed from the category, the Review Articles option can be enabled, allowing reviewers to be added.
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