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Knowledge Publishing Workflow



Posted Aug 23, 2017

For our requirements we want to proofread articles before they go live to customers. I came up with a process that seems to work for us to achieve this though it would be a nice feature to have builtin. For now here is how I worked around this.

  1. Create a Knowledge template with the design I would like all articles to follow. In our case we want articles to have a description and a resolution so the template contains bootstrap panel sections for these with placeholder text.

  2. When publishing the template, set the defaults for comments, section and the status of Draft which is the important step here so that new articles should default to draft status. In this step we also store the template in an agent only section.

  3. From here, the agents can use knowledge to create an article and as a manager I have a view in the article drafts as to where articles are and where they stand and can publish them when they are ready to go.

Hope this helps someone!


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4 comments

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Jennifer Rowe

Zendesk Documentation Team

Thanks for sharing this, Andrew! 

I love that you've built a custom design into your template article. I didn't think about that. In the past we've wanted some articles (a getting started, for example) to have a different look and feel than other articles, but we couldn't do it (unless we added the custom code to each individual article) because there is one article template. But with the KC app, you can customize each template. Great idea.

You mentioned that in your workflow, all your new Created articles are in Draft status. So you, as the publisher, just monitor the Drafts list to see what comes in for your review, yes? And are you the only one acting as a publisher?

Awesome. Thanks again for posting!

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Yes that's correct about the draft status. I setup some filters on the drafts as well to monitor the sections I care about. Right now I'm the only publisher but likely this will change in the future as we just started using Guide for our Knowledge base 

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Jennifer Rowe

Zendesk Documentation Team

Oh, yes, filters are a good idea on the drafts. I'll add that to my workflows best practices article. :)

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Dan Cooper

Community Moderator

The custom templates are something I’m starting to play with more now. We are moving to another Zendesk instance soon and one of the things we are doing is removing our community (internal usage is tough to get when everyone knows they can just contact the team directly) so I’m looking into a template for announcements.

Thanks for sharing!

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