Tiered Approval Workflow for Knowledge Base Articles
Updated
Creating approval processes where Knowledge experts review, validate, and approve articles before publication is critical to creating a reliable knowledge base.
You can create processes to define Knowledge experts who will review, validate, and approve articles before publication.
The approval processes give you more control over the content of your articles and the process used to approve them. For example, you can create a process that requires legal teams to approve articles containing sensitive information.
Note: Users must have the Approve/Reject/Hold permission under Knowledge Base to approve an article on the builder.
To learn more about getting this capability enabled in your environment, please work with your Success Manager.
To Create a Tiered Approval
First, create an approval path with Approval for set as Article. An approval flow includes the following items:
Criteria to show the approval path
Approvers (user and/or approval queue) who can approve or reject the articles. An Approval Queue signifies a collective group of users with the authority to approve content. Any available approver within the designated queue can fulfill the approval process.
You can also create a chain of approvals when multiple approvers need to approve a task.
For more information, see Create a Tiered Approval.
Approval Workflow in Knowledge Base
Once the approval path is created, the content authors can create a new article or make changes to the existing ones and send them for approval.
1. Click the New Tab icon. Under the Sprinklr Service tab, select Knowledge Base within Resolve.
2. Create a new article or edit an existing one. First, click Save as Draft and then Send for Approval at the bottom.
3. On the Send for Approval popup window, select the desired Approval Path from the dropdown. Click "Ready to Publish" to schedule the article's publishing at a later date and time after approval. Alternatively, click 'Approved' to publish the article as soon as it receives approval. If the article is not approved by the scheduled date, the publishing schedule will be canceled.
4. Now, the approver will get a platform and email notification clicking on which the Article third pane will open. Push notifications for Sprinklr mobile app are also supported.
5. In this pane, the approver can review the article in the view mode and then either approve or reject the article and add comments for the same.
6. The content creator will now receive a platform and email notification with the article status, i.e., Rejected or Approved. Push notifications for Sprinklr mobile app are also supported.
7. In the third pane view, under the Overview tab, authors can access the approval flow details for an article. This includes visibility into all levels of the approval process, indicating where the article currently stands within the multiple levels of approval. Authors can see which level the article has been approved at, which level it's currently assigned to, and any pending approval levels. This provides authors with a comprehensive overview of the approval status and progression of their article.
8. To view approver comments, open the article in the third pane and switch to the Collaborate tab.
9. The authors can also refer to the Status column to view the article status.
10. The content creator can add the Status filter as desired to view the Approved/Rejected/In Approval articles.
11. The content approver can add the Approval filter as desired to view the articles that require approval.
