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NICE CXone Expert
Expert Success Center

Create a publishing workflow using Review Manager

The Review Manager streamlines publishing by facilitating collaboration and tracking reviews, ensuring high content standards.

One of the key advantages of CXone Mpower Expert is its ability to empower all users to contribute to knowledge creation. However, this capability comes with the responsibility to uphold content standards. Therefore, establishing a publishing workflow is essential. 

Benefits of implementing a publishing workflow 

  • Encourage contribution of original content.
  • Allow content teams to collaborate during authoring and review.
  • Monitor activity to identify articles that are ready to be published. 
  • Follow Knowledge Centered Service (KCS) standards for efficient content creation and sharing.

Use Review Manager to establish a publishing workflow

A few methods can be used to establish a publishing workflow in Expert, and one of the most effective is utilizing the Review Manager. This tool simplifies the content review process, ensuring articles are accurate and useful before they go live.

Key features of Review Manager
  • Submit for review: Content creators can submit articles for review. 
  • Reassign reviews: Reviews can be reassigned to other users. 
  • Request edits: Reviewers can request edits and provide feedback. 
  • Notifications: Email and the in-product review queue keeps users informed about review requests and updates.
Benefits of Review Manager
  • Efficiency: Reduces time to publish by keeping the review process within the product. 
  • Collaboration: Enhances teamwork with instant notifications and feedback. 
  • Accuracy: Ensures content is reviewed thoroughly for accuracy and quality. 
  • Tracking: All reviews, both approved and archived, are tracked within the review queue and can be accessed and exported by Admin users. 

How to create a publishing workflow with Review Manager 

  1. Set up roles and permissions 
    • Identify the users who will author content, and their roles. Three of the main roles used in setting up a publishing workflow are: 
      • Draft Contributor – Draft Content Creator
        Users who draft original or edit existing drafts, but do not have publishing permissions. 
      • Author – Draft Content Creator, Live Content Creator, Reviewer, Publisher
        Users who can create content, review and edit the content, as well as publish content. 
      • Editor – Draft Content Creator, Live Content Creator, Reviewer, Publisher
        Users who can create content, review and edit the content, as well as publish content. They can also delete and unpublish content.  
  2. Create a Draft 
    • A draft is needed to initiate the review process.
  3. Start a Review 
    • From the draft page users can click Review to start a review. 
    • Assign the review to a user or group. 
  4. Reassign a Review 
    • If needed, reassign the review to another user by selecting Reassign
    • Choose the new reviewer and provide any necessary instructions. 
  5. Request edits and provide feedback 
    • Reviewers can request edits by adding comments and suggestions. 
    • The user who initiated the review will receive notifications and can make the necessary changes. 
  6. Approve and Publish 
    • Once the review is complete and all edits are made, the reviewer can approve the article. 
    • The article is then ready for publishing. 

 

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