Ensure Canned Replies and Knowledge Base Articles Are Regularly Reviewed

Administrators can configure SmarterTrack to automatically change the status of a knowledge base article or canned reply to stale after a set period of time, such as 90 days. This allows agents or managers to review these items on a regular basis to ensure their accuracy.

Applies to SmarterTrack 11.x-12.x

Configuring the Stale Time
To configure the stale time frame, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Management Interface.
  5. Click the Knowledge Base tab.
  6. In the Items Stale After field, type the desired number of days. By default, items become stale after 90 days.
  7. Click Save.

Viewing Stale Knowledge Base Articles
To view a list of stale knowledge base articles, follow these steps:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the knowledge base icon.
  3. Click Stale. A list of stale articles will load in the content pane.

Changing the Status of a Stale Article
Follow these steps to remove the stale status from a knowledge base article after it has been reviewed:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the knowledge base icon.
  3. Click Stale. A list of stale articles will load in the content pane.
  4. Select the desired article and click Edit in the content pane toolbar. The knowledge base article will open in a popup window.
  5. Uncheck the Stale or Review checkbox.
  6. Click Save.

 

Applies to SmarterTrack 6.x - 10.x

Configuring the Stale Time
To configure the stale time frame, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Portal folders in the navigation pane.
  4. Click Portal Settings.
  5. Click the Knowledge Base tab.
  6. In the Items Stale After field, type the desired number of days. By default, items become stale after 90 days.
  7. Click Save.

For more information, please refer to the Portal Settings page of the SmarterTrack Online Help.

Viewing Stale Knowledge Base Articles
To view a list of stale knowledge base articles, follow these steps:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the knowledge base icon.
  3. Expand By Status in the navigation pane.
  4. Click Stale. A list of stale articles will load in the content pane.

Changing the Status of a Stale Article
Follow these steps to remove the stale status from a knowledge base article after it has been reviewed:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the knowledge base icon.
  3. Expand By Status in the navigation pane.
  4. Click Stale. A list of stale articles will load in the content pane.
  5. Select the desired article and click Edit in the content pane toolbar. The knowledge base article will open in a popup window.
  6. Uncheck the Needs Reviewed (stale) checkbox.
  7. Click Save.

For more information, please refer to the Knowledge Base Overview page of the SmarterTrack Online Help.

Viewing Stale Canned Replies
To view a list of stale canned replies, follow these steps:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the canned replies icon.
  3. Expand By Status in the navigation pane.
  4. Click Stale. A list of stale canned replies will load in the content pane.

Changing the Status of a Stale Canned Reply
Follow these steps to remove the stale status from a canned reply after it has been reviewed:

  1. Log in to the SmarterTrack management interface as an agent or administrator.
  2. Click the canned replies icon.
  3. Expand By Status in the navigation pane.
  4. Click Stale. A list of stale canned replies will load in the content pane.
  5. Select the desired canned reply and click Edit in the content pane toolbar. The canned reply will open in a popup window.
  6. Uncheck the Needs Review (stale) checkbox.
  7. Click Save.

For more information, please refer to the Canned Replies Overview page in the SmarterTrack Online Help.

 

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