Knowledge Base articles display as Questions that Need Answer
Running 2.3.11 right now.
Now I know why my KB articles are classified as Questions, because thats the what I click on when I create a new KB article. But on the home page, ONLY when I am signed out, the public KB articles display under the Questions category. Why is this? Is this a shortcoming of not having a truly separate KB system like you do in the 3.0 beta?
And lastly, they display as 'Need Answer' because that is the default state for Questions, yet there is no easy way for an admin to change their status to something else (as is the case with Responses) besides submitting a comment and changing the status with the comment, then deleting the comment, and then locking the comments. I must be missing something, right?
MY QUESTION #1: Is this following workflow the best solution for the time being?
- When creating KB articles, always make them "Questions"
- Create a new Question Status, calling it "Article" and have it default to it at least until all of our KB material is added to it.
- After default status is set back to "Need Answer" we will need to add a comment, changing Status to "Article" and then deleting the comment and locking the comments.
MY QUESTION #2: Are KB articles really a separate object from Topics in 3.0 so that the above is not an issue?
There are so many reasons I would just like to use 3.0.2 right now but this is one of the biggest ones. But there are many things that are not final in 3.0.2 that I just cannot use it yet in a production environment.
Hello,
In 2.x releases Knowledge Base was a part of responses and you could use any type of objects to be a part of KB.
We've rethought our approach in 3.0 and now KB articles and FAQs are separate objects, that have all specifics only related to them.
I can agree that in some or another way, old approach in 2.x release is not smooth and provide duplicate information for the user that messes up experience using our software.
Starting from 3.0.2 - there shouldn't be any misunderstanding and issues described above.
Hello,
In 2.x releases Knowledge Base was a part of responses and you could use any type of objects to be a part of KB.
We've rethought our approach in 3.0 and now KB articles and FAQs are separate objects, that have all specifics only related to them.
I can agree that in some or another way, old approach in 2.x release is not smooth and provide duplicate information for the user that messes up experience using our software.
Starting from 3.0.2 - there shouldn't be any misunderstanding and issues described above.
Hello,
In 2.x releases Knowledge Base was a part of responses and you could use any type of objects to be a part of KB.
We've rethought our approach in 3.0 and now KB articles and FAQs are separate objects, that have all specifics only related to them.
I can agree that in some or another way, old approach in 2.x release is not smooth and provide duplicate information for the user that messes up experience using our software.
Starting from 3.0.2 - there shouldn't be any misunderstanding and issues described above.
Hello,
In 2.x releases Knowledge Base was a part of responses and you could use any type of objects to be a part of KB.
We've rethought our approach in 3.0 and now KB articles and FAQs are separate objects, that have all specifics only related to them.
I can agree that in some or another way, old approach in 2.x release is not smooth and provide duplicate information for the user that messes up experience using our software.
Starting from 3.0.2 - there shouldn't be any misunderstanding and issues described above.
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