To ensure that knowledge articles contain correct and updated information, it is important that they are reviewed. Although this is optional, it helps you eliminate incorrect information while building trust and reputation among your customers.
To get accurate and relevant results for users' queries, ensure that the uploaded content is effective. The best way to ensure this effectiveness is to make sure articles are reviewed periodically. The "Article Review" feature present in the PHPKB software allows you to set a review date so that authors are notified to review the content of knowledge base articles and ensure that the content is up-to-date.
Sometimes content writers are great at producing knowledge articles but they fail to keep them up-to-date with the passage of time. One client migrated to PHPKB from another knowledge base product and we noticed they had some pages that hadn’t been updated for over ten years.
PHPKB offers two important features to ensure your knowledge base articles are reviewed and contain correct and updated information.
PHPKB allows you to add an approval process to your knowledge base that ensures that reviewers approve the article before it's published. The following steps illustrate how the review cycle works:
PHPKB allows you to add a periodic review reminder to your knowledge base articles that notifies the content writers to review and update the article content accordingly. A "Review Date" can be specified by which the reviewer should review an article. By default, the next Review Date value is one year. However, you can add a different date for the periodic article review. To alert the article assignee and reviewer for the article review before or after the next Review Date, the rule sends the following notifications:
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