Can Knowledge Capture app search thru drafts?

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  • Lou Abigail Menard
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    Hi Igal,

    As far as I know, Drafts can't be searched in the KC app.

    So in our team, what we do is, we have an internal Category / Sections with all our "Draft" articles in there (sometimes for Review, sometimes only for Internal Content) but with status as "Published" , just so that we can link it in the KC app.

     

    Hope that helps.

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  • Igal Dar
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    Thanks Lou. I appreciate your help.
    It's disappointing.
    Take a common scenario where a vendor releases a new product version that contains a defect. Multiple customers are reporting this defect in multiple tickets. Different agents picking up those tickets do not have visibility into other tickets because draft articles created in-workflow are not published yet. This means that ZD is not really KCS compliant.

    With that constraint, are you using the built-in approval workflow? If so, can you share a bit info on your implementation?

    Thanks!

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  • Lou Abigail Menard
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    Hi Igal,

    I totally see what you mean, and it sounds like we almost have the same process when it comes to contents related to defects/tickets (I'm in a softare development industry). When you said the built-in approval workflow, does this mean the Team-Publishing of Zendesk? If so, I knew that we need it for better content workflow, but since we already established our own workflow (like what I mentioned with the internal Category and internal sections), we did not push through of getting Team-Publishing anymore. Maybe next time if there's another major enhancement that we realize we really need.

    Regards

     

     

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