Definition
Article Review in Salesforce Knowledge is a workflow step where a draft or updated article is routed to a designated reviewer or approval queue before publication. The review process ensures content accuracy, consistency, and compliance with organizational standards. Reviewers can approve the article for publication, reject it with feedback, or request revisions.
Real-World Example
When a customer success manager at CloudNine Solutions needs to streamline operations, they turn to Article Review to streamline support operations and reduce the backlog of unresolved customer issues. With Article Review in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Article Review Matters
Article Review is an optional workflow step in the Knowledge publishing process where drafts are routed to designated reviewers or approval queues before they can be published. Reviewers evaluate the content for accuracy, completeness, consistency with style guidelines, and compliance with legal or regulatory requirements. They can approve the article (moving it forward to publication), reject it with feedback, or request revisions so the author can iterate.
Orgs with high-stakes Knowledge content (regulated industries, safety-critical products, or customer-facing content with legal implications) typically require review before any publication. Less strict environments might use review as an optional quality check for complex articles while letting authors self-publish simpler content. The right level of review is a balance: too little risks publishing errors, too much creates bottlenecks that slow down content updates and frustrate authors.
How Organizations Use Article Review
- •CloudNine Solutions — Requires review by a subject matter expert for any article that references a specific product version. This ensures the content accurately reflects product behavior, which matters when customers follow instructions exactly as written.
- •ShieldGuard Security — Routes Article Reviews to a compliance queue for articles that mention regulated data handling. The compliance team approves or requests changes, and only approved content reaches customers.
- •Wanderlust Travel — Uses a two-stage review: first a Knowledge editor checks style and grammar, then a product manager verifies accuracy. Articles can't skip either stage, which keeps both editorial and product quality high.