A knowledge article is written, reviewed and published
Who is involved
| Role | What they do |
|---|---|
| Helpdesk agent | Writes and edits articles as a draft. |
| Helpdesk manager | Reviews and publishes them. |
Step by step
- Helpdesk agent
Writes an article on resetting a password and chooses its language and audience.
What they see:The article is saved as a draft.
- Helpdesk agent
Opens the draft and looks for a Publish button.
What they see:There is none: publishing is a manager permission.
- Helpdesk manager
Opens the draft, previews it and presses Publish.
What they see:The article is published and shows up in search.
- Helpdesk agent
Later presses Suggest reply on a password ticket.
What they see:If the article matches the customer's question, the draft lists it among its sources.
- Helpdesk manager
Unpublishes the article when the process changes.
What they see:The article leaves search and AI sources.
Who is told what
No alerts; the article's status shows in the article list.