Manage Article Suggestions

When responding to service requests, agents search for existing knowledge articles, which they can share with customers. When viewing an article, an agent may notice that the content of the article needs to be updated. Agents can then provide this information as feedback to the owner of the article through Suggestions.

When an agent makes a suggestion, the owner of the article receives a notification. The owner can review the suggestion and can accept or reject it.

Make Article Suggestions

When you make a suggestion on an article, a new task of type Article Suggestion is created, and it is assigned to the owner of the article.

Use this procedure to make a suggestion on an article:

1. Navigate to the Service Center page.
2. Open a service request.
3. Search for an article by typing "search knowledge <keyword>", where <keyword> is the word you are searching for.
4. Click on the required knowledge article.
5. Click the "Suggest a change" icon.
6. In the Suggest a Change pane, do the following:
   • Enter your comments describing how this article can be improved.
   • (Optional) Attach any files, such as an image, related to your suggestion.
   • (Optional) Provide any URLs related to your suggestion.

7. Click Submit.

   You get a confirmation message that the suggestion has been submitted.

View Article Suggestions

As an author, you can view suggestions made on knowledge articles. If you don't have permission to edit the article, you can view the suggestion as read-only.

Use the following procedure to view suggestions on knowledge articles:

1. Navigate to the Knowledge Tasks page.
2. Click on the article having the task type as Article Suggestion.

   The article opens with the Suggestion pane on the right, which shows the date of the suggestion, the article version on which the suggestion was made, and the description of the suggestion.

Process Article Suggestions

If you have permissions to edit a knowledge article, you can manage the suggestions made on that article. For example, you can reject a suggestion if you think that it is irrelevant.

Use the following procedure to manage the suggestions on an article:

1. Navigate to the Knowledge Tasks page.
2. Click on the article having the task type as Article Suggestion.

   The article opens with the Suggestion pane on the right, which shows the date of the suggestion, the article version on which the suggestion was made, and the description of the suggestion.

3. Click Edit if you want to incorporate the suggestion made on the article.
4. Make the required changes to the article and click Save.
5. (Optional) Select the Outcome as either Approved or Rejected.

   This does not affect the task from a technical perspective. It allows you to better organize your tasks and keep a record of what work was done. For example, if you mark the outcome as 'Approved', you can later use the 'Outcome' filter on the Knowledge Tasks page search to see how many suggestion tasks have been approved.

6. (Optional) Select the appropriate status indicating your progress.
7. (Optional) Add notes to the suggestion. These notes can be used by any author to understand the lifecycle of this article.

Once the updated article is ready, you can republish the article. If your article needs to be reviewed or approved before being republished, see Start a Workflow.