Mark KB article as read

[La Maga]

We have a requirement that certain KB articles should be mandatory to read and the reading of these articles must be confirmed by the agent. This confirmation must be also available for reporting. Is there an out of the box functionality that could be used here?

[JP - Kyndryl]

Hi,

A possible solution is to ask your agents to flag the articles as Helpful or not:

This can then reported by articles and agents from the kb_feedback table.

But, this is not telling you if an agent forgot to click Yes or No.

[Dali Ramon]

This question also arises within our organization. I would like to stay informed about the possibilities.

[Ben_Barker]

Hello!

It’s great idea! The Coaching app can generate learning tasks in which learning can be Kbs. Maybe just the task part is something to get inspired by?

It feels like a « Reading Task » application for which a task would be generated on request to a Recipient List from the Kb.

Interested to know where this goes!