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!

[susan remondi]

I think I just don't understand the difference. If KCS publishers are knowledge managers, then is there any advantage to having them versus just giving knowledge managers public knowledge approval permissions?

It sounds like it's publishers -> Has approval permissions AND knowledge manager permissions.

And there's no way to have a role that is totally separate? Like KCS publishers -> has approval permissions but not KB manager permissions, and separately KB managers -> has KB manager permissions but not approval permissions.

We have ownership groups - we just want only a few members of each group to be able to approve the articles, and this doesn't overlap with knowledge managers.

Hrmmm.

[shannont]

Sorry, not sure where it stated that KCS Publishers are Knowledge Managers.  That is not the case from what I see in the roles area.  KCS Publisher is a role as noted and if you have them in an OG for example, then, they would be in the approval workflow of articles using that OG.

[susan remondi]

I guess my second question is I'm having trouble finding exact lists of permissions. Can KB managers just approve articles OOB? So KCS Publishers aren't actually necessary at all? Thank you for your help, btw

[shannont]

Have you reviewed Knowledge Workflows?

[Carly6]

I'm not sure how complex your reviewer to author setup is - we have around 400 KCS Coaches with a few thousand KBA authors because we allow all of the support engineers to create, but will go through a KCS review for publishing. Because it's so large, we did implement a customized approval process that's working pretty well.

We created KM Coach Groups where a coach would have 10-12 coachees assigned as group members. When the coachee creates a KBA, we have a custom "Reviewer" field on the KBA that is populated with that person's Coach. When the author hits "Publish" an approval request goes to the KM Coach assigned as the reviewer, but also all of the coaches in their "champion" network to avoid any bottlenecks if a coach is out of the office, etc.

This is great for reporting as well - coaches can create reports / dashboards / lists of items specific to their coachees, like AQI, pending publish, pending retirement, things left in draft too long, etc.

But, this would be a lot of unnecessary effort if your group isn't as complex. 🙂