In this lesson we will cover:
– How to enable article reviews
Article Reviews can be used to set a review date for articles, an automated ticket can then be created based on this date to remind agents to review articles. This ensure all your articles remain up to date.
The Reviewing of articles can be set in the settings within Configuration > Knowledge Base. The default number of days between reviews determines the number of days until the next review, from when you last reviewed the article.
Fig 1. Enabling Articles To Be Reviewed
When articles are set for review, the article tile when viewed from the knowledge base page, will state in writing what the next date is that they are set to be reviewed.
Fig 2. Article Set For Review
Articles that are overdue the review date, will show in red.
Fig 3. Article That Has Exceeded Its Review Date
Another thing that will appear when an article is due for review is the review action at the top of the screen. This when clicked is essentially just the article creation screen where things can be edited if need be, then when you click save it will update the Reviewed by section of the article details, as shown in the image further down this lesson.
Fig 4. Review Action Button
After an article has been reviewed, the next review date will up date to the specified number of days that it should be reviewed after. In this case it is set to 30 days after latest review. As I reviewed it on 17/01/2024, the next review date is 16/02/2024. So for example if it was due for review on the 15/01/2024 but it was actually not reviewed until 17/01/2024, the next review date would be 30 days after it was actually reviewed, not the due date.
Fig 5. Article Review Date Change
