Managing Moderation Settings in the Knowledge Base Module: For Admins and Moderators

Managing Moderation Settings in the Knowledge Base Module: For Admins and Moderators

Users can sign in to the Help Center to leave comments on Knowledge Base articles, to report missing information, share issues with the provided to-do steps, or raise any other concerns.

Admins and moderators of the respective category can approve the comments to ensure only valid comments from authenticated users are posted on the help center. Moderation gives businesses the opportunity to maintain brand's reputation by restricting spam comments from human and bot in check. 
Notes
Note
When a comment is added to a category where moderators are added, they will receive an email notification containing the comment and article details for review and approval.
The Moderation section can be accessed from the Knowledge Base module. There are two tabs under the moderation section:
  1. Waiting approval 
  2. Moderated

Waiting approval 

The comments posted by customers cannot be seen in the help center without approval, if moderation is enabled.

For example, imagine a new user signs up anonymously to the knowledge base and tries to post inappropriate or spam content. Instead of providing access to end users to publish their comments directly, the admins can add a review process so that the comments will be sent to the admin or reviewer for approval. 

This way, the admins can review the comment and then approve it for publishing to ensure that users adhere to the guidelines. 
When a user adds a comment, it's sent for approval, and is tagged as Awaiting Moderation.


The admins/moderators can access the comment from the Waiting approval tab.
Clicking on the title will provide a quick view of the comment and the name of the user.

Admins and moderators can edit, approve, or delete a comment. 



Upon approval, the comment will be made public and visible for all users. 

Notes
Note
Admin can select multiple comments that are currently awaiting review and approve them at once. 



 The moderators can also approve, edit, or delete a comment directly from the Comment tab of an article. 



To approve a public comment 
  1. Navigate to the Knowledge Base module > Moderation > Waiting approval.
  2. Select the required comments and click Approve.

Moderated 

Admins or moderators can moderate a user if they suspect them to be a spammer. When a user is under moderation, all of their posts will be held for approval and won’t be published automatically.
Regardless of other moderation settings, any comment made by this moderated user will require approval before going live. 

  1. The Moderate option will only be displayed if Moderation is enabled for the specific category.
  2. Admins or moderators can select the First comment only option if they want only the very first comment by a user to be sent for approval.
    Alternatively, they can select All comments if they want all comments by the users to be sent for approval.
To add moderators to a category
  1. Navigate to the Knowledge Base module > Manage KB > Organize Categories.
  2. Edit the required category and toggle Moderation.
  3. Click + Add, select the required moderators, and click Add. 
  4. Select First comment only or All comments based on your preference.
  5. Click Save.


To remove a moderator
You can remove a moderator from a category anytime.
  1. Navigate to the Knowledge Base module > Manage KB > Organize Categories.
  2. Edit the required category and toggle Moderation.
  3. Click X of the moderator and click Save.

Deleting and restoring public comments

The article comments can be deleted by the admins and moderators and restored at any given point of time. 
To delete a public comment 
  1. Navigate to the Knowledge Base module > Moderation > Waiting approval.
  2. Click the required comment and click Delete. 
  3. Click Delete on the confirmation pop-up. 


The deleted comment can be restored from the recycle bin within 60 days after which it is permanently deleted. 
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To restore a public comment
  1. Navigate to the Knowledge Base module > Recycle Bin.
  2. Select the Comments tab.
  3. Click the Restore icon to restore the comment, or click the Delete icon to delete the comment permanently. 
You can also restore or delete from the detail view.