We are happy to introduce article verification for Guide Enterprise.
In a nutshell, article verification is all about helping you manage your growing knowledge base. As your knowledge base and the number of contributors grows, it can be harder and harder to keep all those articles up to date and accurate. Is that article someone wrote 3 years ago still relevant? Should that product documentation get updated every quarter?
With article verification, Guide will automatically notify the responsible agents or managers on a pre-determined timeline that their articles need to be verified. Users are then prompted to review their articles for any out of date content, make the update, and verify that article.
How does it work?
Articles can now be verified. This indicates that they are up to date and accurate. From there you can configure timelines and notifications for articles to be verified again.
Article verification consists of two things that work together—verification rules and article owners.
An article owner is a new setting on articles and you can set it to either a user or a group. This designation assigns ownership to those users and they will be notified when articles they own become unverified.
Verification rules allow you to use article filters to build a list of articles and apply a frequency for how often you want those articles to be verified. For example, you can create a rule where all articles in a particular category need to be verified every 3 months.
Once an article becomes unverified, it will appear in a new “Needs Verification” list in Manage articles. This list gives you an overview of all articles in the knowledge base that need to be verified. Additionally, article owners are notified once a week of any articles that they own that need to be verified and gives them a link to the “Needs Verification” list to update and verify their articles.
You can learn more about this feature, see Setting reminders to review and verify your articles.
When will this be available in my account?
We are beginning the rollout of this feature on April 16th and expect it to be available by April 17th for all customers on Guide Enterprise.