The workflow editor ensures article content is valid and is being presented in a uniform fashion along each stage when the article is being created and edited for content accuracy. The workflow editor provides a series of steps in the building and editing of a Knowledgebase article, which validates that the articles adhere to established company standards of content before being published to the Knowledgebase and finally the customer portals.
In this example the following workflow steps might be configured:
1. Rough Draft - The author of the Article keeps the Article in the draft status until the author has finished with the Article and ready to send it to the next step.
2. Technical Editor - After the Article author submits the Article, the Article moves to the editing step, where an editor reviews the Article, validates it's technical content, edits it if necessary and moves it to the next step.
3. Grammatical & Legal Review - When the editor approves the Article, it is sent to the legal department for approval. The legal department reviews and approves the Article if it conforms to the company's legal requirements, and makes any necessary corrections to content, or grammar.
4. Published - After the legal department approves the Article, it reaches published status, and is made available to the KB Portal Users.
Using a workflow in this fashion will ensure that quality content is produced for end users that seek information about products and services.