Review process for articles to the public KnowledgeBase?

[susan remondi]

We are trying to implement a review process for created or edited articles before publishing them to the public KnowledgeBase. Has anyone else done this? What have you done?

Our current plan is to create a new Knowledge role, like "knowledge_public_review". When an article is written and checked to be added to the public knowledgebase, the article goes into... some review state? We were going to use "Pending". Only users with the role knowledge_public_review would be able to review this article and confirm the publish.

I don't know if this is the best way or something really out of box and am open to any and all ideas. Thanks!

[Ravi Chandra_K]

Hello @susan remondi

It can have a UI action (something like send for approval or approval for publish), which will create an approval to review group. 

In my opinion, it's best to have a review groups for different knowledge bases.

Then the members can review the content, and approve it.

Once they approve, it will be published. (This process can be achieved by flow or workflow)

Please mark this answer as helpful and correct if helped. This benefits both community and me 

Kind Regards,

Ravi Chandra 

[shannont]

I would suggest reviewing the SNOW OOB Roles as there is a KCS Publisher role as you will notice specifically for external facing articles.  As far as approval workflow, you have options:

• If you have a separate Knowledge Base for this external content, you can use the OOB Approval/Publish workflow adding the KCS Publishers as KB Managers which will route articles to them for approval
• If you are not using a separate KB, you can create Ownership Groups which would include the appropriate KCS Publishers who would then receive approvals for articles created using those OGs

Hope the above is helpful!

[susan remondi]

KCS publisher [kcs_publisher] seems amazing! We do have a separate KB. But if we have to add the KCS publishers as KB managers, won't the KCS publishers now have KB manager permissions? This is what we're trying to avoid.

[shannont]

If you don't want to add KCS Publishers as KB Managers, then you can pursue the Ownership Group route.