Assigning Owners and Review Cycles in the Answer Library

Answer Library Owner Review Process

In the Answer Library, Owner(s) can be assigned to Q&A pairs so they can review content and ensure it is current and accurate on a cyclical basis. When the content is up for review, Owners can complete their reviews on the Answer Library Review page using the Any or All review process that is established when the Owners are assigned. These two options work as follows:

• Any Owner Can Review the Content: When you select the Any Owner review process, any of the selected reviewers can review/edit the content and mark it as Complete Review on the Answer Library Review page. Once the content review is completed by Any Owner and the Complete Review button is clicked, the Q&A pair is moved to the Answer Library Moderation page (if moderation is enabled), or directly to the Answer Library if Moderation is not enabled.
• All Owners Must Review the Content: When you select the All review process, any of the selected reviewers can review/edit the content. Once that initial Owner makes their edits, the Q&A pair moves to the Answer Library Review page so the next Owner can complete their review. Only after all Owners complete their review, does the Q&A pair move to the Answer Library Moderation page (if moderation is enabled), or to the Answer Library if Moderation is not enabled.

Note: Users with the permission of Edit All Content in Content Library will also be able to view the content that is currently pending review Users (owners/not owners) with the permissions Organization Settings > content Library Settings and Content Library > Edit content - ALL, can complete review for individual/bulk questions irrespective of the review process.  The Owner Review Process can be set in the Organization Settings, at the Individual Q&A level and in Bulk for multiple Q&A pairs. Verification Pending users can also be assigned as Owners of Q&A pairs. Verification Pending users are those who have received the email invitation to log in to the Responsive app but are yet to complete the authentication process.

 

Assigning Owners and Review Cycles to an Individual Q&A Pair

In the Answer Library, Owner(s) can be assigned to Q&A pairs so they can review content and ensure it is current and accurate on a cyclical basis. Enabling the Review Cycle will notify the Owner to review the content on the predefined cycles. 

To assign Owners and Reviewers to a specific Q&A pair, follow the steps below:

1. From the Answer Library listing page, click on the Q&A pair for which you want to assign an Owner
2. Click the Edit icon associated with the Q&A pair

3. Click Privacy, Usage and Review

4. The Privacy, Usage and Review section will be expanded as shown

5. Enter the names of the appropriate Owner(s) in the Owners field. You can enter a single Owner, or leverage the Any or All Owner functionality for multiple reviewers. To use the Any or All process, add the names of each Owner who needs to review the content, as shown below:

6. Select the checkbox Enable Answer Library Review to enable review for this Q&A pair. The review section will be expanded as shown below:

 

7. Turn on the Customize toggle switch
8. Enter the number of days to Customize the Review Cycle
9. Select the Any or All Review Process 
10. Select the Next Review Date from the date picker drop-down
11. Click the Add icon to set a Follow-up Review Date and select a date
12. Enter an Alert Text, if required

13. Click Save

Assigning Owners in Bulk

To bulk assign Owners you can follow the steps below:

1. Login to Responsive and click Answers from the left pane

The Answer Library page will be displayed. You can filter the answers to be bulk updated by specifying the criteria in the Advanced Search filter section.

2. Click the Advanced Search icon adjacent to the search bar
3. Enter the search criteria and click Search
4. The Answer Library page will be displayed with the matching Q&A pairs. Click Menu from the top right corner of the page.

5. Select Bulk Update and then select Owners

6. The Update Owners pop-up will be displayed

Note: You can choose All Filtered Results or select questions from the filtered list to apply changes

7. Enter the Owner’s name and click Save

Note: Multiple owners can be selected

8. A success message as shown below will be displayed

  

 

Assigning Review Cycles in Bulk 

Users can bulk assign Review Cycles from the Answer Library. (Read How to set the Default Review Cycle)

To bulk assign Review Cycles, you can follow the steps below:

1. Login to Responsive and click Answers from the left pane

The Answer Library page will be displayed. You can filter the answers to be bulk updated by specifying the criteria in the Advanced Search filter section.

2. Click the Advanced Search icon adjacent to the search bar
3. Enter the search criteria and click Search
4. The Answer Library page will be displayed with the matching Q & A pairs. Click Menu from the top right corner of the page.

5. Select Bulk Update and then Advanced

6. The Bulk Update pop-up will be displayed. Click Privacy, Usage and Review

 

Note: You can choose All Filtered Results or select questions from the filtered list to apply changes

7. The Privacy, Usage and Review section will be expanded. Select Answer Library Review.
8. Select Add from the drop-down

9. Turn on the Customize toggle switch
10. Enter the number of days to Customize the Review Cycle
11. Select the Any or All Review Process 
12. Select the Next Review Date from the date picker drop-down
13. Click the Add icon to set a Follow-up Review Date and select a date

14. Select Any or All
15. Click Update. A success message as shown below will be displayed

 

The next review date and the new review cycle will be applied to all the Q&A pairs selected.

 

Answer Library Review Page

Owners with content pending review will be directed to a new Answer Library Review page to complete their review. Please refer to the documentation on Managing Pending Review Content for more details.

When you click on the Q&A pair, you can view the other Owners whose reviews are pending. When there are more than 3 Owners, you can view the Owners by clicking the icon.

Once an Owner reviews the content, it will be marked as Reviewed with a green tick icon as shown below:

Once all Owners complete their reviews, the green tick icon will be replaced with the Owner names and the Review Completed label as shown below:

The content will then be moved to the Answer Library or the Answer Library Moderation page, based on the moderation preferences you have set. 

If the content reviewer and moderator are the same user, once the review is completed, the content will skip moderation and will be moved to the Answer Library. However, if the review process is ALL, only if the last reviewer is a moderator, the content will be moved to the Answer Library.

The following actions can be performed from this page:

• Complete Review: Review can be completed in bulk as well as for individual Q&A pair. When completing in bulk, the count of content selected for bulk completion will be displayed as shown below: 

• Delete Content: You can delete individual Q&A pair as well as bulk Q&A pairs.

• Update Owners: Owners can be edited individually as well as in bulk. You can assign new owners as well as remove existing owners the same way as in the Answer Library.

• Update Review Process: Review process can be edited in bulk or individually. You can select from All or Any options.

• Update Review Date: You can add or remove the review date individually or in bulk. For bulk update if the new review date falls outside the default review cycle set in the Organization Settings, the content will be moved out from the review page and will not be available for review.

• Search and Replace: You can search and replace content in a similar way to that of the Answer Library. Click here for more details.
• Format Content: You can format content for individual Q&A pairs as well as in bulk.

• Notify Owners: You can notify owners of individual Q&A pairs as well as in bulk. You can enter a message to be sent to the owners.

In addition to these you can also bulk update tags, collections, moderators, privacy, etc.