Ensure Canned Replies and Knowledge Base Articles Are Regularly Reviewed

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

System 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.

Configuring the Stale Time
To configure the stale time frame, follow these steps:
 
  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Management Interface in the navigation pane.
  4. Click the Knowledge Base tab.
  5. In the Items Stale After field, type the desired number of days. By default, items become stale after 90 days.
  6. To enable the setting, make sure Enabled is checked.
  7. Click the Save button.

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, Manager or System Administrator.
  2. Click on the Knowledge Base icon.
  3. Under the Knowledge Base header, click Stale from the navigation pane. 
  4. A list of stale articles -- or those articles older than the settings created above -- 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, Manager or System Administrator.
  2. Click on the Knowledge Base icon.
  3. Under the Knowledge Base header, click Stale from the navigation pane. 
  4. A list of stale articles -- or those articles older than the settings created above -- will load in the content pane.
  5. Select the desired article and click the Edit button in the content pane toolbar. The knowledge base article will open in a popup window.
  6. Uncheck the Stale or Review checkbox. (AFTER reviewing the article for accuracy, of course..)
  7. Click the Save button.

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

 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Add Feedback