Manage Content Health

Before proceeding, ensure that you have at least one Service Desk configured.

The instructions to configure a Service Desk are on:

If there is no active Service Desk, then Set up Content Health is disabled.

  1. Go to Advanced Settings > Content Health and click Set up Content Health.

  2. Select a Service Desk Management Tool. A Service Desk is the platform where your support agents work. Knowbler supports three service desks: Salesforce, Zendesk, and Microsoft Dynamics.

  3. Enter reviewer emails in Content Reviewers. Press Enter after writing each email address. Reviewers are the people who check knowledge articles for selected criteria (next step) and give articles a rating.

    Check Receive email alerts when articles are awaiting review to send daily emails to the reviewers for the articles which was sent for review to the reviewer.

  4. In Agent Preferences:

    • To display content health score to agents during article generation, check Agents can Preview Content health score at the time of Knowledge creation.

    • To send email notifications to agents when a Content Reviewer sends the agent articles with feedback, check Send email notifications to the agent for the feedback received from the reviewer on articles submitted for review.

      Once the email notification feature is turned on, the agents

      • Receive an email as soon as an article is returned to the author with feedback.

      • Receive daily emails about the articles returned with feedback, including the articles that the author hasn't worked on since the last email. Each email contains the article title, article number, and the date the article was submitted for review by the author.

  5. Turn on Preview Article Content Health to show Content Health Score to support agents working in Salesforce or Zendesk.

  6. Pick Content Parameters. Six parameters are supported: Unique, Complete, Content Clear, Accurate Title, Links Valid, and Metadata Correct. An article is evaluated twice on the parameters checked in Include. First, by Knowbler's machine learning and the second time by a Content Reviewer. ML checks an article for four parameters: Unique, Accurate Title, Links Valid, and Metadata.

  7. Define the minimum threshold that articles should ideally meet or exceed. If Set Content Standard is 90 and four out of six articles score 90 or higher, then 60% of your articles meet the standards. The formula to calculate content health score is .

  8. Configure Proactive Content Review. When this setting is on, the reviewers receive an email at 12:00 AM UTC (if the email frequency is daily) or 12:00 AM UTC on Mondays (if the email frequency is weekly) urging them to review old content.

    The goal of this configuration is to ensure that knowledge articles don't go stale. The frequency of the email can be configured. The following values are available: 3 Months, 6 Months, 12 Months, 18 Months, and 24 Months. The review frequency period can be changed any time.

    You can allow the agents to set a custom Proactive Content Review Date. If you change the review frequency period and an agent has set a custom Proactive Content Review Date, then whichever date falls earlier will become the agent's new review date.

    Let's say that the agent has set the custom date to 12 June and you change the frequency from six months to three months. If the next frequency is on 10 June, then the agent will receive an error on the set frequency. If the next frequency is on 14 June, then the agent will receive the alert on their custom frequency.

  9. On Advanced Settings, Activate the Content Health report for your service desk.

Edit or Delete Content Health

You can edit a Content Health report or delete it using and in Action.

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The knowledge article you're about to save will get state with time. You can schedule a review period while saving the article. The following values are available: 3 Months, 6 Months, 12 Months, 18 Months, and 24 Months. If your Knowbler admin has set a review period, you have the following options:

- Go with the Admin-defined knowledge review period. The articles will be shared to you for review at the period set down by the admin.

- Set your own knowledge review period. You can set the period as long as it doesn't exceed the period set by the admin. If the admin has selected 12 months, then you can pick 3 months or 6 months, but not 18 months.

At the end of the review period you will recieve an email with the list of articles to review. You can then remove incorrect and outdated information.

All the articles ready for a review at the end of the period are placed in the Revised tab and the agent received a comment: ""A new comment was found on the published version of this draft from the Proactive Content Review process. Please review it!"."

The Review tab has a filter by which you can view

- All Drafts

- My Draft

Published

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Drafts and Versions, the agents will be able to set the Proactive Content Review period.

The articles are under the Revised Articles section.

PCR: All Drafts, My Drafts, and Published.

Preview Content Health updates the score