Setting Up Answer Library Moderation – Home

Overview

Answer Library moderation allows you to review and organize content prior to adding it to your Answer Library. The content can be added from projects or directly into the Answer Library. This ensures your content is consistent, accurate, and clean, giving more confidence to your users.

Enabling Moderation

Answer Library moderation is disabled by default. To enable moderation, follow the steps below:

Click on your profile image in the bottom left-hand corner, then Organization Settings > Content Library > Preferences.

Note: Only Admin users can enable/disable Answer Library Moderation.

Click the edit (i.e. pencil) icon associated with Answer Library Moderation.

Enable the toggle switch. A section will be displayed as shown below:

To enable moderation for Answer Library edited responses, select the corresponding checkbox. Two additional options will appear:

1. Retain copy of original responses in the Answer Library and move edited responses to the moderation queue. The "old" Q&A pair will be available in the Answer Library and can be used in a project while the "new" version is being edited in moderation.

Note: the "old" Q&A pair will be updated to the new version once it has been approved through the moderation process. The original copy will then not be retained in the Answer Library.

2. Remove edited Q&A pairs from Answer Library and move them for moderation. The edited Q&A pair will not appear in the Answer Library until moderation is completed. This is a specific use case for content that must be updated before it is used in a project to ensure complete accuracy of each and every edit before approving it and pushing it back into the Answer Library.

Note: Changing moderations settings can cause legacy Q&A pairs in moderation to operate on the prior settings until they are cleared out. Further, true duplicates may show up in this process: they may appear to be the same but there is actually an entirely separate Q&A pair. These can be quickly deleted or merged from the duplicate report function.

Add users to be notified of pending moderation content as needed.
Add roles that when content is added by those users, will be sent to moderation. New Q&A pairs will automatically be moved to moderation when users with the defined roles add content to the Answer Library.
Click Submit. A success message will be displayed.

Notes for Moderation in Projects:

Questions and answers will be sent for moderation only after a section is marked as complete.
When the Answer Library content edited is sent for moderation, and a copy of the old content is retained in the Answer Library, the icon will appear. Owners/admins (with access to edit all content), will see an icon. Clicking on this allows for editing the content that is currently in the review page. However, content in the Answer Library will remain uneditable.

Accessing Moderation

To access moderation follow the steps below, or watch the video guide:

Go to the Answer Library and click the flag icon on the upper left-hand side of the screen. The notification bubble will show how many new questions have been submitted for moderation.

Clicking on the icon will display the Answer Library Moderation page. Project/newly added content, Answer Library edited content, and translated content will be displayed in separate tabs.

To bulk accept or discard answers, click the thumbs up or thumbs down button.

Accept changes for all results, or only for select questions, then click Yes.

It is also possible to approve questions individually by clicking the question directly from the moderation list, and selecting the accept/discard (a.k.a. thumbs up/down) icon.