Knowledge Capture - Edit Article

4 Comments

  • Chandra
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    We also need the ability to report on actual article updates, as opposed to flagging for updates. Following the KCS methodology, most of our agents have permission to update existing articles and are strongly encouraged to do so. For this reason, it is important to make updating easy (no approval bottlenecks) and report on the percentage of tickets with article updates. Requiring them to flag an article first so that it can be tracked is just adding an extra step (and an extra ticket). 

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  • Ryan McGrew
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    Thanks both for the feedback. We do provide reporting on article edits by agents in the Team Publishing in Insights reporting in Guide Enterprise, however it is not linked to tickets / Knowledge Capture app events as you're pointing out here.

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  • Chandra
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    Hi Ryan - Is Team Publishing available in Explore?

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  • Ryan McGrew
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    Unfortunately not at this time. It's something we'll be working on as we move away from Insights. 

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