Can I add a custom field to a KB article like with a User, Topic, or Ticket

Lee Roquet shared this idea 3 years ago
Completed

Wondering if you plan to allow users to add a custom field to a KB article or FAQ. The reasons would be for community curation, to help track articles that need to change based on product release.

Best Answer
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Cuatom fields are now available also in Knowledge Base. Please refer to the KB article https://help.useresponse.com/knowledge-base/article/management-of-custom-fields-properties

Comments (6)

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Lee,

Could you please explain in more details how do you imagine the tracking of what should be changed?

For example, you release new feature that affects 2 articles described pages where this feature become available.

What are your actions on tracking? Internal Notes or how would you think to mark articles with extra custom fields?

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Stas,


Let me see if I can add a bit more logic to my idea.


Let's say I have 25 KB articles or FAQs linked to a release. When a new version is released I might want to pull all articles, FAQ, posts that are linked to an older release so I can determine if these knowledge items need to be archived or updated by our team. Adding a custom field that was required, say a check list of version, then I can ensure that our community stays healthy as we curate the content as we grow. No one wants a community with 1,000+ of old items in it


Does that make sense?

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Stat, did what I outlined make sense? If we can add a custom field then we can track articles by product version.

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Hello Lee,


We were thinking of the best way to implement this, but couldn't get more wide approach to the additional fields for the community.

Maybe "tags" field with additonal information inside would be useful for such type of purposes?

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Stas, thanks for thinking on ways to figure this out. Tags will work but one thing that was nice in the GetSatisfaction community solution you might want to think about was an internal ID field that allowed you to link posts, KB, FAQ, announcements to a tracking ID number. This way the public and internal tracking could be separated and managed differently. You could then pull reports for all internal ID numbers. If I remember this field worked like tags, where you could have multiple numbers linked to one record type. I think this field was also only a numeric field. What do you think about this idea?

This was how we managed our content link between our CRM/Development tracking ID numbers and the posts/tickets/KB articles in the community. As outlined before, once we had a new release we had to go through all the content and update posts/KB/etc. when product issues or ideas were fixed. The internal tracking ID helped tie in all the systems to one core defect ID. Thanks

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Cuatom fields are now available also in Knowledge Base. Please refer to the KB article https://help.useresponse.com/knowledge-base/article/management-of-custom-fields-properties