Overview
The following article describes a step-by-step guide outlining the review process for users who are assigned as Owners to items in the Content Library.
Use Case:
Content owners are assigned to Q&A pairs and files in the Content Library. They are responsible for ensuring that the content is accurate and up-to-date on a cyclical basis that is determined by the review cycle. This is a great way to keep your content fresh and up-to-date.
Finding Content to be Reviewed
Option 1: Go to My Work page. On the Tasks tab, select the filter icon to display the filters, and then click the type of content you want to review (documents, Q&A pairs, or both). Click Apply on the filter.
Click the links next to the number of items to see those items.
Option 2: Go to the Answer Library > Review tab > My Content. (Any overdue tasks are listed by the due date. Click the number of overdue tasks to filter for those tasks.)
Editing a Q&A Pair
Users can edit Q&A pairs they own. Click a card and then click the Edit icon.
Based on your team's specific Content Management process, the owners might be updating these Q&A pairs based on:
- Grammar
- Accuracy
- Updated information
- Compliance reviews
- Editing styles
- Editing metadata
- Updating the review process (Any/All)
- Attaching files
Make your changes to the pair. Click Save to save your changes. If you are finished with the review, click Complete Review.
You can also make updates from the card itself.
- Use the Content Cleaner to find potential duplicate content
- Add and update owners
- Mark or unmark as a Favorite
- Flag or unflag the card
- See and add comments
- Edit the response
- Click the plus icon to add and update tags
- Click to see the related content
- Edit the answer or copy it
When you are finished, click Complete Review.
Completing a Review Cycle in the Answer Library
The Review Process can be set to Any or All:
- Any: Any of the assigned owners can review the content and complete the review.
- All: All of the assigned owners must review and approve the content before the review is complete.
Review the Activities for the content to see who approved it.
Depending on the Moderation preferences set up by the Responsive Admin users, the content can go to the Moderation tab to be approved or be updated on the Library tab.
If Moderation is enabled, the updates will be sent to Moderation for approval, original content will be retained and further modifications are restricted.
There are many other capabilities to editing and organizing Q&A pairs, and it is up to your team to define what the Owner's role will be in this.
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Note: If the content is locked for review in the Answer Library page, you can still edit the content if you are the content owner or an admin (with edit access) by clicking the Edit icon. However, you can edit only the content in review and not the actual content in the Content Library. |