DeskXpand's knowledge base approval functionalities allow support departments to create (and maintain) an errorless knowledge base consistently.
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.
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.
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.
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.
Once the reviewer has approved an article, the agent reviewing it can publish it right away according to the set roles and permission.
Every helpdesk needs to have knowledge base approval workflows in order to serve a consistent self-service experience to your customers. Besides this, it brings accountability to the team and saves you from creating inaccurate articles. If you are looking for a new, affordable way to boost your team's productivity and customer satisfaction ratings, give DeskXpand a try. We are ISO27001 certified helpdesk development experts with 15+ years of industry experience. Interested in seeing what DeskXpand can do for you? Sign up for a free trial and see for yourself.
John is a customer support manager at an electronics giant. His company markets a broad range of hands-free solutions for mobile phones, contact centers, offices, and unified communications. Their award-winning product range includes the world’s best-selling Bluetooth, corded and wireless headsets.
Jonathan is an enthusiastic entrepreneur who deals with the healthcare industry. He was thinking of coming up with a new startup to help a particular territory for medical supplies and information with a B2B and B2C model.
Michelle runs an online service marketplace. She’s been running it for a year now. Her business includes providing home services in multiple categories like home cleaning, artworks, furniture supplies, etc. She came to DeskXpand, to find out more about the self-service portal.
Adam has an online eCommerce store of apparel. He had just started his journey in this space. Acknowledging the giant number of digital footfalls on his store, along with an increasing number of customer queries, he wanted a solution that helps him serve an incomparable customer service.
I needed a lot of support when integrating the DX portal. We loved how the team solved it just like their own product and supported us a lot!
Not only the onboarding experience, even after I purchased the DeskXpand, team DX has been super responsive whenever I needed their support.