Angeline Somers
Conquest Care and Support Agency Ltd,
Knowledge Base Approvals | DeskXpand
Have more control over the content and publication of your knowledge base articles with DeskXpand's knowledge base approvals. Before publishing solutions in the form of a knowledge base, it needs to go through multiple stages of approval. DeskXpand allows you to set up an approval process within your knowledge base. Support agents can be required to get approval for the articles prepared by them before they can publish them on the site. You can assign selected agents as approvers. These agents can approve the solution articles written by other agents. The articles will only get published upon their approval.
A Thorough Review Mechanism
DeskXpand's knowledge base approval functionalities allow support departments to create (and maintain) an errorless knowledge base consistently.
Manage Different Roles and Permissions
DeskXpand allows every agent to draft the knowledge base articles. However, admin can define particular roles for approvers and publishers so that only limited agents can perform this action.
Maintain Consistency
Make your article go into the review stage before publishing. Making your articles go through an approval process will ensure consistent content throughout the knowledge base.
Approval Process
When the article is in the approval process, the reviewer can review it and decide to either approve or reject it. If they reject it, the agent who wrote the article can make necessary changes and send it back to the reviewing process.
Review The Articles
When an article is in the review state, only users included in the approvals-related list can modify the article. If the reviewer approves it, the article will be published by the agent who submitted it or a specific agent who's assigned all the publishing tasks.
Approve and Publish
Once the reviewer has approved an article, the agent reviewing it can publish it right away according to the set roles and permission.
