Question

A support manager at a software company wants to ensure that all Knowledge articles are reviewed by a senior agent before they become available to customers on the company's help site. Currently, agents can create articles and publish them immediately. What should the administrator configure to enforce this review step?

Accepted Answer

Create an approval process on the Knowledge object so articles must be approved before they can be published

Answer

Set the Knowledge object's organization-wide default to Private so only senior agents can publish

Answer

Create a validation rule that prevents agents from setting the article status to Published

Answer

Assign a case escalation rule to route new articles to the senior agent queue