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(New UI) Content Library Moderation

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Overview

Library moderation allows you to review and organize Q&A pairs prior to adding them to your Library.  When moderation is enabled, content that is translated, added from projects, or edited from the Library is sent for moderation. This ensures your content is consistent, accurate, and clean, giving more confidence to your users.

  • Q&A pairs can be added from projects or directly into the Library.
  • Only Q&A pairs are sent for moderation. Documents from projects and/or the Library are not sent for moderation.
  • For moderation in projects:
    • Questions and answers will be sent for moderation only after a section is marked as complete.
    • When the Content Library content edited is sent for moderation, and a copy of the old content is retained in the Content Library, the edit icon appears grayed out. Owners/admins (with access to edit all content), will see an edit icon. Clicking on this allows for editing the content that is currently in the review page. However, content in the Content Library remains non-editable.

Be aware that changing moderation 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.

Permissions

You must have at least Moderate My permission to access the Moderation tab in the Content Library. Only Admin users can enable and disable Moderation.

Enabling Moderation

Answer Library moderation is disabled by default. Follow the steps below to enable it:

  1. Go to Organization Settings > Content Library > Preferences, then click the Edit icon associated with Answer Library Moderation.
    AL
  2. Turn the Answer Library Moderation toggle on. Additional options appear.
    Mod_16.png
  3. To enable moderation for Answer Library edited responses, select the corresponding checkbox.
  4. Select one of the following:
    • The Retain copy of original responses in the Answer Library and move edited responses to the moderation queue radio button. Selecting this options means:
      • The old Q&A pair stays available in the Answer Library, and can be used in a project, while the new version is being edited in moderation.
      • Once approved through the moderation process, the old Q&A pair will be updated to the new version; the original copy is no longer retained in the Answer Library.
    • The Remove edited Q&A pairs from Answer Library and move them for moderation radio button. Selecting this option means:
      • 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.
  5. Add the users you want to be notified of pending moderation content.
  6. Add the roles that you want to allow to send content to moderation (when users with these roles add new content to the library, it will automatically be moved to moderation).
  7. Click Submit. A success message will be displayed.

Accessing Moderation

To access moderation, follow the steps below:

  1. Go to the Content Library and click the Moderation tab.
    Content_Library_Edited_1.PNG
    • The count of content submitted for moderation is displayed in the Moderation tab header.
    • Filters for Project/Newly added content, Content Library Edited content, and Translated content are displayed along with their count.
  2. Select the associated checkbox from the right pane to filter and view the moderation content for each category.
    5.PNG
  3. Select the Accept or Reject button associated with the content to accept or reject a change.
    • If a mandatory custom field is not filled in, the moderator will not be able to accept the question and the thumbs up icon will appear grayed out.
    • Rejecting a Project/Newly Added content or Content Library Edited content will move it to the Trash. Rejecting a Translated content will permanently remove it.
    • To view content in trash, click the Trash icon on the lower navigation pane. The Content Library Trash page appears.
      Content_Library_Trash.PNG

Using the Compare View to See Changes

You can compare changes in a side-by-side view on the Q&A pair card for Content Library Edited items.

  • Click the Compare button on a particular Q&A pair card to view the changes.
    7.PNG
  • Click the Compare View icon to enable the view for all the cards.
    9.png
  • Deletions are marked in red and additions are marked in green. Click Return to go back to the previous view.
    6.PNG

Bulk Accepting or Rejecting Content

  1. Select the checkbox associated with the required Q&A pairs, or click the Select All checkbox to bulk accept all content.
  2. Click Accept or Reject from the upper navigation bar.
    Review_Bulk.PNG
  3. You will be prompted to confirm the changes. If you accept the changes, all the selected Q&A pairs are added to the Content Library.

Viewing My Content/All Content

The All Content button appears only if the user has Moderate All permission.

Mod_9.png

  • To view all content available for your moderation:
    • Click All Content on the upper navigation bar. The All Content button appears only if the user has Moderate All permission.
    • You can view the count of moderation tasks associated with different users by clicking All Content from the All Content page. A section appears where you can search, filter and sort the content.
      View_All_Content_Owners_and_Tasks.png
  • To view only your content available for moderation:
    • Click My Content on the upper navigation bar.
    • You can view the count of content in each category, that is Project/Newly Added content, Content Library Edited, and Translated by clicking on MY content from the My Content page.
      View_My_Content_Tasks.png

Filtering Content in Moderation

To filter content in moderation, you can follow the steps below:

  1. Click the required attribute in the Facets pane.
    Note: To customize facets, click the Settings icon1.png icon and add or remove the facets by clicking the plus or minus icons.
  2. Select the required values. The filtered content appears.
    Moderation_Filters.PNG
    • To search across filters, specify the search term in the Search Across Filters text box.
    • To view all filters, click the View All link. A dialog box appears with the available filters.

Moderating Q&A Pairs Through the Library Tab

If you have opted to keep a copy of the original Q&A pair in the Content Library, the Edit icon is replaced with an Update in Moderation icon when the content is updated. 

To moderate such content, follow the steps below:

  1. Click the Update Updates_in_Moderation.png icon on the Q&A pair card.
    Card_View.png
  2. Click Moderate Now to go to the Moderation tab with a filter applied, showing the specific Q&A pair.
    Moderate_Now.png
  3. Click Compare to view the changes side by side, or Accept to save the changes, or Reject to discard the changes.
    Moderation_Screen.png

Searching Content in Moderation

Performing a Basic Search

  1. Enter the search term in the Find Content search box.
  2. Select the match from the list that appears.

Performing an Advanced Search

  1. Click the Advanced Search icon2.png icon.
    Mod_11.png
  2. Click Add Filter to edit the applied filters, then use the Add or Remove icons to specify the filters to be added or removed.
    Mod_12.png
  3. Click Apply. The filtered content appears.

Reordering Filters

  1. Click the Customize Facet icon.
    Moderation_Filters_2.PNG
  2. Click the icon next to the item and drag and drop to rearrange the order of filters.
    Note: When you search and add a filter, you can rearrange it only after closing the Search bar.
    • Once the filters are reordered, it gets updated in the advanced filter pop-out as per the user’s preference.
    • This order is retained until the user makes any further changes to the advanced filter.

Customizing Metadata

You can add any number of metadata items to be displayed in the Card view. When the metadata count is more, an Expand/Collapse icon is displayed.

Moderation_Metadata.PNG

  • Click the icons to view all the metadata.
  • This option is available for both documents and Q&A pairs.

Other Actions

The following additional actions can be performed on content in moderation:

  • Click the Add Favorites icon to add a content as favorite.
  • Click the Flag icon to enable or disable a flag.
  • Click the Comments icon to add comments.
  • Click the Edit icon to edit the content.
  • Click the Menu  icon3.png icon to:
    • View properties
    • Perform content library search
    • View activities
    • Translate content
    • Relate to content
    • Clone content
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