Manage Tasks

While managing articles, your daily work may include creating, editing, and reviewing articles. In addition, you may approve articles and receive suggestions from agents on how you can improve articles.

You can use the Knowledge Tasks page to:

• View the list of tasks assigned specifically to you
• View other tasks that are available to you based on your role
• Keep track of tasks which need your attention and prioritize your work.

Types of Tasks

There are two types of knowledge tasks:

• Article Suggestion: This task is created when an agent makes a suggestion to improve a knowledge article. This task gets assigned to the owner of the article.
• Article Workflow: This task is created when the owner of an article initiates a review by selecting the Start Workflow option. This task is then available to an approver, such as a Knowledge manager, who can review the article, and approve or reject it.