Knowledge Base Article Views - Zoho Desk Knowledgebase

Knowledge Base Article Views

The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your knowledge base. Typically, articles can be confined to four states in the Help Center. They are:
  • Pending Review
  • Drafts and 
  • Published
  • Expired

Let us learn more about each of these article states and how you could access them.



Pending Review
A lot of the businesses often restrict its agents from publishing articles before they are reviewed by the administrators or the KB owners. This is to ensure that the knowledge base content is thorough and consistent. You can enable the review option while adding an article to send the same for review. 

Drafts 
A draft is simply a knowledge base article that hasn't been published yet. You can save an article draft to continue working on it later. A draft article can then be sent for review or published directly. 

Published
Published articles are those that has been completed and are visible for your other agents or customers in their Help Center. You can later edit a published article when required. The articles sent for review can be published by the reviewers when they are fit for publication.

Expired
Knowledge base articles can be set with an expiration date during article creation. When articles expire, they will not appear on your Help Center until they are reviewed and republished. You can track all such expired articles under here.

Accessing Article Views
Articles in the above-described states can be accessed under their Views. The Views, namely Pending Review, Drafts, Published, and Expired are listed for each of the categories, sections, and sub-sections in your knowledge base. To access the views:
  1. Click the Knowledge Base (KB) module.  
  2. In the Category Home page, select the required view from the top of the page to access their respective articles.
    By default, the system will list the published articles.
The system will display the Views only when there are articles available underneath them. You can further drill down and select a sub-section to view the draft articles or those that are pending review underneath it. 

The All Drafts view is exclusive to the administrators, and it will list the drafts saved by all of your agents in your help desk. This is to ensure that the articles created by your agents don't go away with them when they leave your company.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us: support@zohoforms.com


                            




                            

                        Zoho Marketing Automation

                          Zoho Sheet Reources

                           




                              Zoho Forms Resources


                                Secure your business
                                communication with Zoho Mail


                                Mail on the move with
                                Zoho Mail mobile application

                                  Stay on top of your schedule
                                  at all times


                                  Carry your calendar with you
                                  Anytime, anywhere




                                        Zoho Sign Resources

                                          Sign, Paperless!

                                          Sign and send business documents on the go!

                                          Get Started Now


                                              Zoho SalesIQ Resources



                                                  Zoho TeamInbox Resources



                                                          Zoho DataPrep Resources



                                                            Zoho DataPrep Demo

                                                            Get a personalized demo or POC

                                                            REGISTER NOW


                                                              Design. Discuss. Deliver.

                                                              Create visually engaging stories with Zoho Show.

                                                              Get Started Now











                                                                                    • Related Articles

                                                                                    • Using Article Versions in Knowledge base

                                                                                      Versioning helps to keep track of and manage multiple revisions applied to a KBase article. You can view different versions of an article, compare an older version, restore to a previous version, leave a note on a particular version and much more. ...
                                                                                    • 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 ...
                                                                                    • 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 ...
                                                                                    • Viewing Article History in Knowledge base

                                                                                      It is not unusual for a knowledge base article to undergo multiple updates both during drafting and once published for customers. But keeping track of what is going on around an article is equally important. It will save you a lot of headaches when ...
                                                                                    • Managing Article List Views

                                                                                      Article List Views are beneficial for displaying articles that were published, drafted or pending review in your knowledge base. For example, you may be the KB owner interested in following-up on the articles that needs review or you may want to ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace

                                                                                      Resources

                                                                                      Videos

                                                                                      Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                      eBooks

                                                                                      Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                      Webinars

                                                                                      Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                      CRM Tips

                                                                                      Make the most of Zoho CRM with these useful tips.



                                                                                        Zoho Show Resources