Approve a knowledge block in Agent Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Approve a knowledge block that is awaiting your review in Agent Workspace.

    Before you begin

    Role required: agent_workspace_user and knowledge

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge Blocks > Unpublished.
    3. Click a knowledge block link that is in the Review workflow state.
    4. Click Edit.
    5. In the Approvals related list, in the State column, click Requested.
      The Approval form opens in another tab within Agent Workspace.
    6. From the State list, select Approved.
    7. Click Save.

    Result

    The approved knowledge block is published immediately. If the article versioning feature is enabled, the version number of the knowledge block increments to the next whole number (for example, from 2.02 to 3.0). On the Knowledge Block form, the workflow state changes to Published. The new published version of the knowledge block is added to the Block Versions related list on the Knowledge Block form. The version is also available in the All list under Knowledge Blocks in Agent Workspace, go to Knowledge Blocks > All.