What is the proper way to unflag a flagged knowledge article ?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-11-2023 05:48 AM
Today we teach our users that when they have a flagged article, they should read the comments, and then tick the "flagged" box. Then they do a checkout of the article, and make the necessary changes to the article, after which they get the article published.
I notice that people regularly forget to tick the "flagged" field. When I point this out to users, I get feedback that it doesn't make sense that they have to do this manually.
Have you heard the same feedback ?
If yes, how have you addressed or solved this ?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-11-2023 07:35 AM
Hi @Frank Samyn ,
The Ideal Process is following:
In your filter navigator, type the word flag--> choose "all flagged" click on the kb article to open-->scroll all the way to the bottom of the article, you will see "knowledge feedback"-->click on the "date it was created" to view the reason the article was flagged and what user flagged it. to the right you will see an option to check off "flagged" and then update. you just un-flagged an article.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎01-11-2023 07:46 AM
That is correct what you say. That's how we work today. But what if you unflag the article, and then not adapt the article with flag-feedback. The unflag-action is not integrated with the improvement you have to do on the knowledge article itself.