Easy KB Enhancements (first published date stamp, approval process, reporting innacurate info)

Community Discussion Feature Requests
1

Currently Knowledge articles only show’s a date stamp of the last updated time.

  • It would also be great to have date stamp on when it was first published/active, and a date stamp when it should be revisited/reviewed to ensure it’s up to date with accurate information.
  • There should also be an approval process. If someone creates a new KB article, it should need to get approved by a superior or admin before being published.
  • There should also be a way to report innacurate information/report the article for admin review with a way to enter a description what’s innacurate in the article and needs to be changed.
  • Finally, it would also be nice to have an internal/private KB display with a similar KB interface as the public display.
2

Hi @MystaFyer,

Thanks for your suggestions. Allow me to address them one by one:

It would also be great to have date stamp on when it was first published/active, and a date stamp when it should be revisited/reviewed to ensure it’s up to date with accurate information.

Makes sense, but you could also simply sort by “last updated” and look at the articles that haven’t been touched in the longest time.

There should also be an approval process. If someone creates a new KB article, it should need to get approved by a superior or admin before being published.

This is not by any means an “easy” change. This can be easily managed by having a dedicated team member who has full responsibility of creating/publishing KB articles, which is what I’d personally recommend.

There should also be a way to report innacurate information/report the article for admin review with a way to enter a description what’s innacurate in the article and needs to be changed.

You can already review user sentiment in Reporting > KB. This should be your KB content creator’s responsibility to report on and improve any downvoted articles.

Finally, it would also be nice to have an internal/private KB display with a similar KB interface as the public display.

This is a good idea. Also not an easy one to implement. Because it would require our platform to have the ability to have multiple KB portals associated with a single property. That said, we are considering to take this route in the future to allow more flexibility for our customers. This is only in the planning phase, so I can’t provide any ETAs at this stage.

Hope this helps!