Creating knowledge tasks for review of articles

[Stacey9]

Our knowledge base has expanded dramatically as each of our different business units have come onboard and every one contributes to the creation of knowledge. This has led to some maintenance issues as information quickly becomes out of date and articles expire and require review. Does anyone have any tips on how they were able to automate some of the review process by creating tasks for the business units that own the knowledge? We've created a flow which creates a case or request (depending on business unit) and assigns it to the Ownership group to prompt them to update the knowledge article, but it's becoming a dev nightmare as more business units come onboard and more knowledge bases / tables are created for those areas.

[anand-bhosle · Accepted solution]

Hi @Stacey9  Instead of building separate logic for each BU, create a centralized, data-driven review assignment process where new BUs can be onboarded by updating a configuration table, not the flow logic.

Step 1: 

Field                                                                                                     Purpose

Knowledge Base (ref to kb_knowledge_base)	Which KB this config applies to
Review Interval (days)	How often articles in this KB should be reviewed
Owner Group (ref to sys_user_group)	Group responsible for review
Task Type (Choice: Request)	What record type to create
Active (boolean)	Enable/disable config
Custom Notification Template (optional)	Email template to use

Step 2: Create a scheduled job that will run on all published articles which has valid to date set (approaching expiry (e.g., within 30 days), for each article found > Look up the matching config record (by KB) > create task > Assign to config group/ Owner Group. You can Include article link and expiry date in description if needed.
Optionally update a flag on the article so it’s not repeatedly processed until resolved.

Try this way and see.


If this response is helpful please mark it helpful.

Thanks

Anand