Agents can add feedback to articles that need updates using the Knowledge Capture app. When an agent adds feedback, the article is considered flagged and a ticket is created. You should decide where those tickets go and who is responsible for updating flagged articles.
This article covers the following topics:
Routing tickets for flagged articles
You can automatically route tickets to the owner of the article by enabling the Assign flagged tickets to the article owner option in the Knowledge Capture app settings.
To automatically route tickets to the article owner
- On the Guide sidebar, click the Admin icon (), then click Apps > Manage.
- Click the options menu on the Knowledge Capture app, then click Change settings.
- On the settings page, click Assign flagged tickets to the article owner.
- Click Update.
If you want all flagged tickets to go to a specific team, an easy way to route flagged tickets is to create a trigger that sends the ticket to a specific group. Another way
For example, you might create a Publishers group and route all flagged tickets to them. That group would be responsible for updating the articles. Or they might pass the ticket to the author or an SME to make the update.
Reviewing and updating flagged articles
Once the person responsible for updating the article has a flagged ticket, they can make the updates as indicated by the article feedback in the ticket. They can click the edit link from the ticket to open the article in edit mode.
If the reviewer has a question, or if there is another reviewer in the process, the ticket can be assigned back to another agent. You might consider creating a macro for this, if it's a standard part of the process. Using tickets makes it easy to track and process articles that need updates.
You need to make sure the team responsible for updating flagged articles has permission to edit articles in your help center. Again, the easiest option is to make them Guide admins so that they have access to all sections (see Understanding Guide roles and setting permissions). Alternatively, you can make specific sections editable by agents as needed (see Allowing agents to add, edit, and delete articles).
Solving tickets for flagged articles
It's a good idea to update the agent who originally flagged the article so that they know the article has been updated. Updating the agent completes the feedback cycle so the agent knows the article is up-to-date and accurate. And they also know that their contribution was used and appreciated.
When the article has been updated, and you've notified anyone who needs to be notified, it's time to solve the flagged ticket.