Employee Center - Best practice for managing connected content

[BG1]

I would like to get guidance for the best way to manage connected content; specifically, how to clean up knowledge articles that are not in a published state.   We have taxonomy topics which contain many articles that are in a retired or outdated state -- Is it appropriate to delete these records or is there a better way to manage the connected content list?

[Dan O Connor · Accepted solution]

Hi @BG1 

Topics require administration to keep them relevant. So as you point out, it is appropriate to remove the Connected Content record for articles that are retired. You can do these through the Topic itself, or through the Connected Content table/list. 

As a sidepoint, remember that you don't HAVE to connect every single Knowledgebase article to a topic. This can sometimes for me lose it's meaning and purpose. If you have a good Search function, users can find the articles they want. 

Ensure that the KB's in your topics are important, meaningful and relevant. 

[Dan O Connor · Accepted solution]

Hi @BG1 

Topics require administration to keep them relevant. So as you point out, it is appropriate to remove the Connected Content record for articles that are retired. You can do these through the Topic itself, or through the Connected Content table/list. 

As a sidepoint, remember that you don't HAVE to connect every single Knowledgebase article to a topic. This can sometimes for me lose it's meaning and purpose. If you have a good Search function, users can find the articles they want. 

Ensure that the KB's in your topics are important, meaningful and relevant. 

[Fin Nguyen · Accepted solution]

Hi @Dan O Connor ,

How about creating a scheduled job to run weekly/monthly, it will access to the Connected Content [m2m_connected_content] table and check if we have any linked outdated knowledge articles, we will update to the published ones?

[Dan O Connor]

Yeah that could be possible, but then it is also how do you identify the updated or correct Kb article? If the OP has the skillset it could be possible.

Remember that everything in the platform can be reported. Could also be maybe just making a report/dashboard to alert when a connected content item has an outdated KB article, to then trigger someone to take action 

[Raimondas Pociu]

Hi I have similar issue. Does OOTB provide KB versioning in the connected content so it connects latest version of the KB article. Creating ticket to admin is quite tedious when there are lots of articles that people update daily. Problem is that outdated ones are not visible in the topic, and well users usually do not use search to find up to date article.