Approve Knowledge Records

Updated on 26 Jun 2024
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Approve Solutions to Empower Progress!

Approver in the knowledge management module is paramount for ensuring the quality and validity of knowledge within the system. They meticulously evaluate the accuracy, relevance, and reliability of the knowledge base content before it is published or utilized by end users and analysts. By meticulously reviewing proposed knowledge articles, solutions, and changes, approvers guarantee alignment with organizational standards, policies, and strategic objectives, while also ensuring that potential risks and impacts are thoroughly assessed and mitigated. Through their discerning oversight, approvers uphold the integrity of the knowledge management process, facilitating informed decision-making and promoting the delivery of high-quality IT services.

User Persona: Approver

Let's explore the following use case.

Use Case
User Persona: Approver

Solution

NovaTech Consulting Services has a large IT team that receives IT tickets from end users. The IT team has created a knowledge base to refer to knowledge articles for troubleshooting the tickets. However, many articles have incorrect information, creating multiple duplicate articles. The knowledge articles are created without scrutiny as they do not have any approval process. The IT team is looking to set up an approval process.

In the Apex a robust approval process can be created. The created knowledge articles are assigned to the {{variable.Role- Approver}}. The {{variable.Role- Approver}} selects the knowledge articles awaiting approval from the list and reviews them thoroughly. Once the approver authorizes the authenticity of the KB articles, he approves it for end users and analysts to consume the information.

Approver Knowledge Records

Approver dashboard in the knowledge management module serves as a centralized platform where approvers can efficiently review and manage proposed knowledge articles, solutions, and changes. It provides a comprehensive overview of pending items requiring approval, including details such as the author, proposed changes, and associated metadata. With its user-friendly interface and customizable functionalities, the approver dashboard streamlines the approval process, enhances transparency, and ensures that only high-quality and compliant knowledge assets are published within the organization's knowledge base.

To access the Approver Dashboard, perform the following steps:

Click Service Management. From the left panel, select Knowledge.
Click Approve Knowledge Records. List of the Knowledge articles awaiting approval are displayed.
Figure: Approve knowledge records list page
Click the Article ID awaiting approval. The corresponding article page is displayed.
Figure: Approve article ID details page
Status of the KR will be Awaiting Approval. Review details of the KR in the details screen. To approve the KR, click Approve.
Figure: Approve KR
The pop-up has the following fields:
1. Approver: This field displays the name of the Approver.
2. Status: Select whether you want to Approve or Reject the KR by clicking on the dropdown menu.
  Figure: Approve/Reject SR
3. Remarks: Provide any relevant remarks or information that you want to add while approving or rejecting the KR in the Remarks field.
4. Click Submit, to approve or reject the KR. If you want to exit the process without approving or denying the KR, click Cancel.
Once you approve the KR, the status of the KR is changed.
Figure: Approval Timeline
Click Save to save the made changes in the KR details screen. If you do not want to save the changes, click Cancel.
You can view the Workflow associated with the KR by clicking icon.
Figure: Approval workflow diagram

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Approver Knowledge Records