I have a number of Enterprise clients with lots of content locked in Review and/or Moderation. This happened for a number of reasons:
Change in SME
SME left Company
Review schedules were set too aggressively (e.g., every 90 days)
They need to get those Q&A pairs out of Review/Moderation so they can:
Reassign owners
Make content available to edit again
Move it into an Archive Collection
Currently, we suggest clients select Complete Review for all locked Q&A pairs. The challenge with this is it creates a false-positive review date. This causes other users to lose confidence in the accuracy of the answers in the AL, which isn't ideal.
Moderation has a similar, but less severe problem, as you can Reject everything in Moderation. Again, some work may be lost; however, no false dates are generated.
My suggestions are to:
Make it possible to update Owners and/or Reviewers when Q&A pairs are locked for review. Currently, the system causes confusion because it appears as though you can do that in Review, but nothing actually updates. This experience is frustrating for clients.
Provide a solution, as opposed to a work-around. I currently guide clients to add a Tag to the Q&A pairs that need reassignment to another owner, complete the review on only those Q&A pairs, find that tag in the AL, then update the Owner and reset the review. It's a lot of steps, and not ideal.
Give ONLY Admins the ability to override content that's locked for review and push it back into the AL WITHOUT impacting the Last Reviewed Date. This is the key option clients need.
Provide the same functionality in Moderation.
Part of the onus is also on the CSM and SA to ensure Review & Moderation queues are kept current at least weekly; however, many clients have such a backlog that they can't catch up.
Additionally, providing an easy way to update Owners when content is in Review will help users easily reassign content to the correct Owner, and should result in less backlog.
Created date : 2022-03-10
Votes : 4
Comments for the idea :
Mattie Scull Dec 14, 2022
Was this fixed with the new UI?
Mattie Scull Dec 15, 2022
The answer is no to my previous question. So yes, we really need this.
