Knowledge Article Versioning

Feature released in SummitAI Service Management (Sierra SP1, Knowledge Management)

What's New?

With the new Knowledge Management article versioning feature, a new version number is created whenever a published article is edited. The version number of the Knowledge Record is displayed on the KNOWLEDGE RECORD ID page. The existing and the previous version of the Knowledge Record can be viewed and if required the Knowledge Record fields can also be reverted to the previous version.

A new field, Version Number displays the version number of the Knowledge Record on the KNOWLEDGE RECORD ID page (Knowledge > User > Knowledge Record List > Click Filters on the ACTIONS panel> Select the Status as Published > Click SUBMIT > Select a KB ID from the LIST on KNOWLEDGE RECORD LIST page). For more information, see Updating Knowledge Record Details.

Figure: KNOWLEDGE RECORD DETAILS page: Status: Published, Version Number 1

Creating New Version of Knowledge Records

For more information about creating a new version of a Knowledge Record, see Updating Knowledge Record Details.

Viewing Previous Version of a Knowledge Record

On the KNOWLEDGE RECORD ID page, a new icon, SHOW PREVIOUS VERSION is added. For more information, see Updating Knowledge Record Details.

Figure: Previous Version pop-up page

Reverting Knowledge Record Fields to Previous Version

On the KNOWLEDGE RECORD ID page, a new icon, REVERT TO PREVIOUS VERSION is added. The following fields can be restored to the previous version: Question, Answer, Keywords, and Video URL. For more information, see Updating Knowledge Record Details.

Figure: Revert to Previous Version pop-up