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The Workflow module

The Workflow module allows you to automate a process when an event occurs on a Question/Answer (FAQ) entry in the knowledge base, such as:

  • sending an email notification when a Question/Answer is created,
  • passing the Question to different services in succession to complete it (Answers, question rephrasing) and approve it before publication to the public.

5 events are handled as standard:

  1. FAQ created,
  2. FAQ modified,
  3. FAQ deleted,
  4. FAQ status changed,
  5. FAQ added to the common base: this event only applies when an organisational unit hierarchy is in place. Refer to the section Organisational Units > Overview for more details.

The Workflow module is not activated by default upon platform installation. It depends on the subscription level you have taken out.

Setting up a workflow, particularly a Smart FAQ approval workflow, involves fairly technical steps:

  • workflow modelling linking events-tasks-roles,
  • setting up roles for approvers,
  • creating email templates with variables,
  • and configuring an SMTP server.

This module is described in general terms in this online documentation. However, DAVI recommends additional support for your teams when setting up workflows.

Contact DAVI for an assessment of your needs.