Review knowledge articles

Review articles for accuracy before they’re published or made available to others. After reviewing, you can either reject the article and suggest review feedback, or approve the content of the article.

Prerequisites

To approve a knowledge article, you must have Approve permissions for the knowledge article record type. This permission is added by default to the knowledge manager, customer service manager, customer service representative, and system administrator roles or to equivalent roles.

How to review, and reject or approve a knowledge article

To	Do the following
Pick an article assigned to you	In Customer Service app: Go to Dashboard > My Knowledge Dashboard, and then see the My Active Articles stream. -OR- Go to Queues, and then select the Items available to work on view.
To suggest review feedback	1. On the Business process bar, in the Review stage, in the Review field, select Reject. Give the reason for rejection in the Reject Knowledge Article flyout. 2. To add details about the changes you want in the knowledge article, go to Summary tab and in the Timeline section, select + to add a note. The rejected article is assigned back to the primary author of the knowledge article.
Approve the content of the article	When you approve the article, it implies that the content is ready to be consumed by agents and is ready to be published as well. On the Business process bar, Review stage, Review field, select Approve. The article is now ready to be published.