Workflows & examples

Common end-to-end scenarios for running a help center.

When to use

Use these examples as templates for your own routine: deflecting repeated questions, refreshing content and gated publishing.

Workflow routing is configured at /knowledge/automation/workflows; it can attach approval to articles and folders.
Reviewing needs the review permission; authoring needs kb:write.
Approval-before-publish is a setting; if off, drafts publish directly.

Deflecting a recurring support question: notice a repeated ticket topic in Service Management, draft an article in /knowledge/kb, publish it under the right category, and link it in ticket replies.
Content refresh: open /knowledge/reports to find poorly rated articles, ask the AI Hub for improvement suggestions, edit, and republish.
Reviewed publishing: author a draft, send it for review (routed by /knowledge/automation/workflows), the reviewer approves, then publish.
Policy with acknowledgement: import a document as a draft, edit, publish and require read acknowledgement.

Link articles in ticket replies rather than pasting text, so one fix updates every answer.
Keep one owner per category so reviews are not left waiting.
Check the report a week after publishing to see whether feedback improved.
Do not publish before approval when review is required; the article stays in Review until approved.