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Notifying agents of new or edited articles within the agent workspace
Posted May 16, 2022
Has anyone found a built-in workflow or 3rd party integration that facilitates knowledge transfers by notifying your support agents of new or modified content within an article, without requiring them to leave the agent workspace?
I suppose there are two parts to this request:
1. A notification feature within the agent workspace
2. Highlighting the change(s) made within an article, so the agent doesn't have to read the full article and make a guess as to what exactly was updated.
Any solutions my fellow knowledge managers have found would be awesome.
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2 comments
Dave Dyson
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helen boyian
Is there a feature that would notify a publisher when an article is new or has been changed - and is waiting to be published? Right now, as a publisher, the only way I know that there are new articles that need to be published is if the author has informed me, or, if I proactively search the queue. It would be incredibly helpful to receive a notification of some sort, that an article is pending to be published ...
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