Nicky Lilja

We would like to be able to allow our end-users to contribute to Guide knowledge articles. 

(selected) End-users can: 

• Edit 

Agents/ light agents depending on your setup can:

• Create
• Edit
•  Approve 
• Publish etc. (the normal permissions)

Thus, allow selected end-users to be editors on articles. Not being able to approve or publish and only see selected articles.

This would truly benefit us, as we have strong partnerships where we together with partners offer solutions. Here the best would be to allow these collaboration partners to edit articles and add content. To facilitate in the content create process. 

Instead, our workaround is to work together in google docs, when done, copy paste into an article, with the nightmare of formatting. 

Hope others also see this need, or if you have solved it in a brilliant way please share! 😊

We are also really looking forward to a gamification feature. It would be a great tool to increase engagement while making the community fun. 

Hi, I am a frequent user of the @mention feature, as I use it to engage our community users and bring them into discussions. 

However, this feature would be even more useful and valuable if it was possible to @mention someone even if this user have not yet commented or posted anything. 

My user story. 

I as a community manager want to engage users, so sometimes I want to @mention someone that has signed up and logged in to encourage them to participate in a discussion. Especially when I know if this user is from a specific industry that would help the other user, or have knowledge that could be useful. 

However, now I cannot do this, but have to email the user and tell them to write their first comment or post. Before I can more organically reach out in a discussion in the community. Feels a bit weird to send and probably to get that email. 

Love @mention! however think it can improve if you can @mention everyone that have signed up. 

(also like that suspended users don´t show up anymore, great improvement). 

I agree with Nicole, and here is some info on how we do it. Hope it can help. 

We use the spam filter as content moderation, meaning that it´s only some of our content that gets caught in the filter and needs to be approved. We do not moderate all posts. 

We have a "closed" community, so out users needs to login. This could also be why it works for us to not have content moderation on all comments. 

We have organised it so that product experts are "following" (moderating) their area of expertise. By using the Follow feature. In this way the experts gets a notification (email) when a users has asked a question. 

As backup, I, as a community manager, is following all sections so that nothing gets missed, but this is more in terms of getting the question answered rather than moderating and approving the content. 

In this way I do not personally notice any delays in the notifications and comments. 

Hope this could be of some inspiration, :) 

I have the same problem!  Would be great to get a solution. :)

We have one Help Center today with more than 800 articles and growing. 

Now we would like to create a Brand, however, as many of you are stating, 60% is the same content. 

So it would be a great challenge for us to maintain updated articles in two places. 

To update one article but share it in many brands is vital for us. 

We can not use Brands functionality until then...

Anyone that has solved this issue in another way?