Adding Knowledge Base Owners as Reviewers

Every article that is published for your customers should be thoroughly vetted to make sure that it is well organized, short but sweet, and provide clear, numbered steps written in a user-friendly tone. This can be achieved by bringing in a fresh set of eyes who by adding their experience and insight into the article, get the most out of it. This emphasises the fact that every help desk should have one or more Directly Responsible Individuals (DRIs) who will review the content that is put out for the external world. These individuals are called Reviewers in Zoho Desk.

Each of your categories can be assigned with reviewers who will review the articles before it's published. Typically, an agent will draft an article and sends it for review. Each of your reviewers will receive an email notification with a link to the article, which can be accessed to review the article and publish the same. Please note that, on enabling knowledge base for review, your agents cannot publish an article without sending it for review. 

To get started, you have to enable review for your knowledge base. By default, your knowledge base will be disabled for review. To enable the knowledge base for review:

1. Go to the Help Center module.
2. In the Help Center Dashboard page, click the   icon from the top bar.
3. In the Settings page, click Access.
4. In the Access Settings page, enable the Review Articles setting. 

The changes will be saved immediately. You will also notice that all of your categories have been added with the  icon. This indicates that the reviewers has not yet been added. 

To add reviewers to a category:

1. Go to the Help Center module.
2. In the Help Center Dashboard page, Click the   icon from the top bar.
3. In the Organize Category page, hover your mouse pointer on a category and then click the  icon. 
4. Type the name of the agents who will be reviewing the articles. You can select them from the suggested-results. 
5. Click Update.

You will notice that the review icon has changed to  indicating the presence of reviewers. You can always click the  icon to edit the reviewers.

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