Moderating KB Comments and Notes

Usage

Comments to Knowledge Base records are normally added by users via the CRMdesk Customer Desk. Support team may add new comments, delete or edit all submitted comments as well as make comments visible or invisible. The ‘Comments’ section is also used to manage notes that have been added by support staff users.

The possibility of moderating comments may be enabled/disabled in the Settings & Layout setup section.

Path

Knowledge Base tab – Comments

Procedure

To edit comments posted by customers or support staff or notes posted by support staff, open the list of Knowledge Base comments and click the title of the necessary record in the list. On the details view page, click Edit. Change the comment or note text as required.

To spell check the text of the comment, click the Spell Check button.

Click the Submit button to save changes.

To delete Knowledge Base comments or notes, in the list of comments, select check boxes next to the entries that you would like to delete and click Delete. Confirm the operation by clicking OK in the opened dialog box.

To delete a single comment or note, open the details view page and click the Delete button. Click OK to confirm deletion.

To add a new comment to a Knowledge Base record, open the details view page of a record and click the Comment button. Enter the text of the comment in the Comment Article text entry field.

To spell check the text of the comment, click the Spell Check button.

To save your note, click the Submit button.

In the CRMdesk support section, you may also publish or unpublish users’ comments.

If the Moderate customer's Knowledge Base posts and comments check box in the Settings & Layout setup section is selected, all new comments posted by customers are created with the ‘Wait for Approval’ status. Comments waiting for approval are considered pending and are not available on the CRMdesk support page. To make a comment visible on a corresponding Knowledge Base page, it is necessary to approve (publish) the comment.

Support staff users at own discretion may also hide (unpublish) or make visible (publish) comments that are posted to any of the Knowledge Base record.

To publish a single comment, open the comment details view page and click the Approve/Publish button. To publish several comments at once, in the list of comments select check boxes next to the necessary entries and click the Publish button.

To hide separate comments for some time from the Knowledge Base details page, you may unpublish them. Later on, to make unpublished comments visible again, you will need to publish them anew.

To unpublish a single comment, open the comment details view page and click the Unpublish button. To unpublish several comments at once, in the list of comments select check boxes next to the necessary entries and click the Unpublish button.

Notes:

Comments that are submitted via the CRMdesk support interface are added as ‘Published’, that is, visible to customers.

For separate Knowledge Base records, adding of comments may be disabled. If the value of the Comments field is set to ‘None’, the comments section is hidden. If the value of the Comments field is set to ‘Closed’, existing comments are available for viewing but new comments cannot be added to the Knowledge Base record.

Next: Deleting KB Records