Adding Reviewers to the Knowledge Base Categories
Review is a crucial and mandatory stage in the content lifecycle. From research and planning to drafting and publishing, the content undergoes multiple changes, which are meticulously assessed and monitored by the author or the senior writers.
Authoring standards can be maintained through rigorous peer and editorial reviews. Still, it's a best practice to assign a couple of senior writers or SMEs as reviewers to provide a final check to the article before publishing.
They can ensure adherence to the publishing checklist:
- Table of contents is included specially for long form write-ups
- SEO details are added
- Article owner is present
- Article is published under appropriate category or subcategory
- Permalink is as per the standard
- Cross links redirect to the right pages
In the KB, admins can setup the review process to ensure the published content is precise, accurate, well organized, and complies with organization guidelines.
The review process in the KB follows the below pattern.
Note:
- The Review Articles option must be enabled for categories for the agents to share the articles for review.
- Reviewers can be added only to the KB categories, not to individual articles.
For example, Desk, Zoho Desk Events, and Zoho Desk Integration - Support Notes. - Only the primary department agents can be added as reviewers, and they will be receiving email notifications if an article is sent for review.
Agents cannot configure reviewers from the associated departments. - A maximum of 50 reviewers can be added per category.
- If an agent profile has Admin Access enabled, only the Review tab will be accessible.
- Once the Review Articles option is enabled, articles can only be published by the reviewers after completing the review.
To enable and add reviewers to a category
- Navigate to the Knowledge Base module > Manage KB > Organize Categories.
- Select a category and click Edit.
- Toggle Review Articles and add the agents you want to assign as reviewers.
- Click Save.
Note:
The Review Articles option cannot be enabled if a category has an associated department. Remove the associated department to enable the option.
Submitting an article for review
Once you have added reviewers to the category, navigate to the updated category, select an article, and send it for review.
Reviewing an article
An email notification with the article link will be automatically triggered to the assigned reviewers.
The article will be sent to all the users who are assigned as reviewers. You cannot select an individual reviewer.
The reviewers can access and review the articles from the Review tab in the KB detail page.
The reviewers can access and review the articles from the Review tab in the KB detail page.
Once the review is done, the reviewers can click Publish to publish the article.
Note: Reviewers can also select multiple articles and click Publish to bulk publish the articles.