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Keep articles up to date

Use votes, content cues and verification reminders to fix articles before they mislead customers.

1 min read Beta

This feature is still being built. Some steps or screens may change.

Article votes

Every article asks “Was this article helpful?” with Yes and No. The article shows how many people found it helpful, and the admin list and editor show the Helpful votes.

Content cues

Under Admin Center, Channels, Help centre, the Knowledge tab lists articles that need work. Cues are checked every day:

  • Verification due: the owner should check the article;
  • AI: may be outdated: the AI read the article and found something that looks out of date;
  • Unhelpful: many “No” votes;
  • Not updated in a year.

Open an article from the list to fix it, or Dismiss the cue. A dismissed cue comes back only if the article changes and the signal is still there.

AI checks need AI knowledge answers turned on under Admin Center, Integrations, AI & translation. Rule-based cues run without AI.

Owners and verification

In the article editor, under Knowledge:

  1. Pick an Owner. They get verification reminders by email.
  2. Choose how often to Verify, for example every 90 days.
  3. When the article is checked, choose Mark as verified.

The Verification queue shows articles due in the next 14 days. Check with AI asks the AI whether the article looks outdated.

Archive

Archive takes an article off the help centre and out of search, without deleting it. Restore brings it back.

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