Once a Q&A record is created, you have the flexibility to edit and update it as needed. Users who have Knowledge Base Write permissions can manage Q&A records by editing, changing statuses, and deleting as required.
To learn more about creating a Q&A record, please see our full article below:
This article covers the following topics:
Managing Q&A Records
1. Navigate to the Knowledge Base Module, click on the 3 dots for the intended record, and select View Record as shown below. Alternatively, you may also click on the question itself to view the Q&A record.
Editing a Q&A Record
2. Click Edit to amend the Q&A information shown below.
2. Within the applicable boxes, edit the Question, Answer, Reference Files, Parent Question, and Answer Notes. Click on the Save button to confirm as shown below.
Editing Q&A Details
1. Click Edit to amend the Q&A details shown below.
2. Within the Edit Details Window, edit the Partner, Product, Questionnaire, Section, Subsection, Question ID, and any other custom fields if applicable. Click on the Save button to save the changes as shown below.
Note: Please reference our full help article for more information on adding Knowledge Base custom fields, here.
Changing a Record Status
Knowledge Base users who have Write permissions can manage Q&A records by changing the approval status of a record. Records can be marked as Verified, Not Verified, and Expired. These statuses will be taken into consideration when Smart Response looks for a Q&A match.
1. Navigate to the Knowledge Base Module, click on the 3 dots for the intended record, and select Change Status as shown below.
2. Within the Change Status Window, select which status to change the Q&A record to.
3. Once the status has been selected, click on Change Status as shown below.
From the Edit Screen
Alternatively, a user may also change the approval status of a Q&A record within the edit screen.
1. Navigate to the Knowledge Base Module, click on the 3 dots for the intended record, and select View Record as shown below. You may also click on the question itself to view the Q&A record.
2. From the dropdown select which status to change the Q&A record to.
Bulk Change Status
By using the Bulk Change Status, users with Knowledge Base Write permissions can bulk update the status of multiple Q&A records at once.
1. Click on the Bulk Actions icon next to the Add New Q&A button and select Bulk Change Status as shown below.
2. Click the checkbox(s) associated with the intended Q&A record(s) or click on the column header to select all Q&A records. Once selected, click on the Bulk Change Status button to confirm as shown below.
3. Within the Change Status Window, select which status to change the Q&A record to.
3. Once the status has been selected, click on the Change Status button as shown below.
Deleting a Record
Knowledge Base users who have Write permissions can also delete Q&A records in order to remove them from the Knowledge Base.
1. Navigate to the Knowledge Base Module, click on the 3 dots for the intended record, and select Delete as shown below.
2. A warning message will pop up with the text: "Are you sure you want to delete the selected Q&As?". Click Delete to proceed.
Bulk Delete Q&A Records
By using our bulk change function, Knowledge Base users with Write permissions can bulk delete multiple Q&A records at once.
1. Click on the Bulk Actions icon and select Bulk Delete as shown below.
2. Click the checkbox(s) associated with the intended Q&A record(s) you want to delete or click on the column header to select all Q&A records. Once selected, click on the Bulk Delete button to confirm as shown below.
2. A warning message will pop up with the text: "Are you sure you want to delete the selected Q&As?". Click Delete to proceed.