The technical mechanics use standard Approval Process plus Knowledge actions. The harder work is choosing reviewers, defining the review checklist, and setting realistic SLAs.
- Define the review checklist
Document what reviewers should check: accuracy, tone, categorisation, channels, link integrity, brand voice. The checklist is the reviewer's contract.
- Configure an Approval Process on the Knowledge object
Setup, Approval Processes. Build a process with entry criteria for Draft articles, one or more steps for review, and a Final Approval Action that calls Publish.
- Assign reviewers by category, author, or rotation
Use Approval Step criteria to route articles to the right reviewer based on Data Category, author role, or round-robin queue.
- Add automation to catch obvious issues
Build a Flow that fires on submit to reject articles with missing Data Categories, broken links, or empty body fields. Reviewers focus only on judgement calls.
- Monitor SLAs and rejection rates
Build dashboards for submit-to-approve latency, pending count per reviewer, and rejection rate. Use the data to rebalance load or invest in author training.
- Without a written checklist, every reviewer applies their own bar. Inconsistent reviews frustrate authors more than strict ones.
- Reviewer backlog is the most common Knowledge bottleneck. Track SLAs and rebalance load before the queue becomes invisible.
- Auto-rejection rules that fire too aggressively block legitimate drafts. Tune them carefully and let reviewers override.
- Final Approval Actions must include the Publish action; otherwise approval succeeds but the article stays in Pending Publish.