Knowledge Article Workflow Design Ideas

CSM provides an OOTB KA workflow with all the features you need to successfully manage KAs. You can use this workflow as-is, or tailor it to meet the needs of your organization. Design ideas include:

• Fields: Change which Fields are required and when, which Fields support Rich Text, etc.
• View Counter: Incrementally track the number of times a record is viewed by a Customer or User in the Desktop Client, Browser Client, and Portal. View Counter functionality is configured in CSM Administrator.
• Statuses: Change KA statuses and/or the One-Step Actions that are initiated when a KA enters each status.
• Form: Change the Form theme (background and text color), tab order, and size. Change the popularity voting buttons.
• E-mail: Change the templates that are used to create the e-mails sent by One-Step Actions or Automation Processes (example: "Approval Denied" One-Step Action). The email templates are defined as part of the One-Step Action. Or, disable/change when and to whom notifications are sent.
• Automation Processes: Enable/disable the Automation Processes that notify KA Owners/Teams of assignments.
• Review Processes: Modify or eliminate the review processes.
• Field Value Options: Use Table Management to add/edit Lookup Object values for use in drop-down Fields (example: Article Type).