1. Published - All or My articles
   
2. Drafts - All or My drafts
   
3. Expired - All or My expired
   
4. Unpublished - All or My expired
   

Published articles

Drafts 

A document undergoes several phases before the initial version is drafted. Inputs gathered from various teams can be compiled and organized to shape the content effectively.

 Only admins can view the All draft options. Others can only view the drafts that they have created.

Note:
By default, all articles are auto-saved as drafts when the writer is editing to prevent data loss.

You can view the history on the right side panel under the Versions tab.

Expired articles

The writers can set an expiration date for the articles to ensure that the article stays relevant and accurate. For example, a technical document created two years back could be outdated. Setting an expiration date will help the writers revisit the content and keep it up-to-date.

When the article reaches its expiry date, it will no longer be available in the help center. 

The agent has to review the content and republish the article. All published articles that have expired can be viewed and tracked under this list view. 

 To set expiry date for an article

1. Navigate to the Knowledge Base module and click on an article. 
2. Click the Edit icon.
   
   
   
3. Select the expiration date and time in the Article Expiry section and click Publish.
   

Notifications for expired articles

1. going to expire in the next 7 days
   
2. going to expire tomorrow
   
3. had just expired

Unpublished articles

1. Navigate to the Knowledge Base module and go to the Published tab. 
   
2. Hover on the required article and click the More icon. 
3. Click Unpublish and Continue.

Filtering articles by visibility and expiry

In addition to the above list views that segregate articles based on their status, users can filter articles based on visibility and expiration. 

Filter by visibility 

Articles can be published for registered users, all users, or only agents. This option allows to locate articles from the above category quickly. 

Filter by expiry

If the expiration date is set, then the articles can be filtered based on the expiration status: expiring today, next 7 days, and next 30 days.

Setting display preference for articles

The display preference allows agents to set the preferred view for the articles. 

1. Order By - Articles can be viewed in the order in which they were published with the latest or oldest article on the top.
2. Sort By - Articles can be sorted based on the created time, modified time, and custom order.
   If a custom order is chosen, the admin can drag and drop the published articles to a preferred order. 
3. Record count - Users can set the number of articles that can be viewed at a time in the list view.
   By default, 20 articles will be displayed. A maximum of 50 articles can be viewed per page. 
   
   

Mass actions in article list views

Users can perform mass actions from the article list view. 

1. Update - Bulk update the article tags, article owner, and status to published. 
   
   
   

1. Delete - Delete multiple articles at once. 
   
   

1. Move to - Move articles in bulk to another category, section, and subsection.
   
   

Note:

1. Transferring articles to a different category may take anywhere from a few seconds to a few minutes, depending on the number of articles involved.
   Please avoid repeating the action multiple times.
2. Administrators can move articles between categories regardless of ownership, while other users can only move articles they own.
3. Only those users who have the permission to Manage Knowledge base can perform mass actions.