Using the Pending Documents queue

The Pending Documents queue manages knowledge documents that have been submitted to the document workflow. The standard workflow for documents is to determine what processing the knowledge document requires, assign the document for editing or review, assign the document for review, and publish the document for internal or external audiences. In some cases, documents can be published immediately without going through a formal workflow.

Users with a KCSII or KCS III profile are primarily responsible for coordinating the Knowledge Management documents in the workflow. They are able to view and act on documents in the categories or subcategories to which they have access. A user with a KM ADMIN profile or a System Administrator can access all the Knowledge Management documents for all categories and subcategories.

If the resolution of an Incident or Interaction record is used frequently, the KCS Coach or System Administrator may want to manually create a knowledge document by locating the Incident or Interaction record and clicking the Create Knowledge link.

In the workflow, an editor can initiate the following changes:

• Make any required changes to the document

  Note If you are editing an attachment for an existing knowledge document, you must send the document to the workflow. You can then save the attachment to your desktop, make the necessary updates, save the changes, and then re-upload the attachment to the knowledge document.

• Assign the document to a member of the document group for the document category or subcategory and move the document to the next phase in the workflow
• Publish the document immediately
• Use activity update
• Retire the document

For each document, a user will select a document owner and an assigned editor from a list of users with edit privileges.