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.
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Knowledge Base Article Views
The Knowledge Base (KB) module in the Zoho Desk is the information center that acts as a self-service repository for your customers. Customers can refer to the articles in the KB and solve product-related issues on their own. Knowledge base profile ...Adding, Editing, Cloning, Unpublishing, and Deleting Knowledge Base Articles
The Knowledge Base (KB) is a self-serve online library of information that enables your customers to access solution articles for addressing various product or service-related queries. You can create articles related to your product or service and ...FAQs: Knowledge Base
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 ...Viewing Article History in Knowledge base
Generally, knowledge base articles undergo multiple updates both during the drafting and publishing stages. Sometimes it might become an overwhelming task to keep track of all the edits and know what is going on around an article. Keeping track of ...Importing Knowledge Base Articles
If you are trying to import your existing list of Knowledge Base (KBase) articles into the Zoho Desk, then you can do it quickly with the help of our Import Article option. Instead of retyping or copy-pasting the articles into the editor, you can ...
New to Zoho LandingPage?
Zoho LandingPage Resources