What do others use for their KB review process

[Laura Dale]

Prior to going to Orlando Out of Box we used to have a process to review KB's periodically. We used to have a next review date field> that generated an email to the field>Content Group Owner to review and update their KB. Since going OOB we no longer have those fields.

What processes have you implemented for kb review? What fields, modules are you using to make sure the KB content is being refreshed?

Thank you in advance.

[jaimehonaker]

We don't set expiration on articles. We do what @David Kay mentions around every reuse being an opportunity to review content. We also do a quarterly content evolution review cycle where the top and bottom performing articles for each Subject area are sent to SMES on those teams to review. The top ones end up being updated, and bottom performing ones are retired. We are getting more aggressive in our retirement and have set up an auto retire rule which looks to auto retire about 1500 articles a quarter, judging from our first go 'round, in addition to the quarterly Content Evolution model. We are also constantly reviewing our internal articles to see what can be made customer facing and public.

[Keryn]

We use a dashboard report to see KBAs that haven't been updated in the past 12 months (our review policy is at least one a year).  We then flag those KBAs and get a review done before they expire. 

[laura_p]

We set our Valid to field (relabeled to Expiration Date) then 30 days prior to that date it sends a knowledge task (something we had created) to the group that owns that article. They are to review the article and either retire the article or extend the expiration date.

[Erik24]

We use reports on view count combined with article version age, we've also started to add article validity on the KB for an extra check. Though we have not yet started to look seriously on KCS, we also have the "reuse is review" by having our fulfillers to submit Knowledge Gaps or use a knowledge-specific catalog item (depending on repository among other factors).

We don't use Flag since it is hard to get quality information and/or attachments submitted due to the simplicity of the Reason pop-up.

Lastly we're trying to get users to attach articles for the Use table, and also give feedback with Helpful Yes/No.

[susan remondi]

Hello - how did you all implement Valid To for yearly reviews? I'm totally stuck. My goal is to have the valid to date always be a year from published or last updated date, then email the ownership group and KB manager 30 days before the valid to date and ask them to update or retire the article, then 14 days if it's still not updated or retired, then retire the article if the valid to date is hit. I am looking and looking and looking at business rules and code and flow designer and am overall ridiculously stuck.  Can anyone tell me how exactly to set this up? Thank you!