Knowledge Article One-Step Actions
CSM provides the following OOTB KA One-Step Actions.
| One-Step Action | Description/Actions | Association | Executed From |
|---|---|---|---|
| Status | |||
| Alt 1 Step from Relationship | Conditionally change the KA status to next logical status (defined by the KA status values in Table Management) and/or initiate the next appropriate One-Step Action. |
Knowledge Article
|
KA Form: Status: <Next Status>
|
| Alt 2 Step from Relationship | |||
| Next Step from Relationship | |||
| Form | |||
| Ownership | Assigns record ownership. | ||
| Assign to Individual |
Launches the Choose Team window, where a User can choose an Owned By Team for the record; then, launches the Choose User window, where a User can choose a Primary User from the already-selected Team. Available to only the Knowledge Team when KA status is Submitted, Reviewed, or Published because the KA is read-only to Users (and editable only by the Knowledge Team). |
Knowledge Article | KA Form: Assign to Individual or Owned By links |
| Assign to Team |
Launches the Choose Team window, where a User can choose an Owned By Team for the record. Available to only the Knowledge Team when KA status is Submitted, Reviewed, or Published because the KA is read-only to Users (and is editable only by the Knowledge Team). |
Knowledge Article | KA Form: Assign to Individual or Owned By Team links |
| Take Ownership |
Makes the Current User the Primary User of the record. Available to only the Knowledge Team when KA status is Submitted, Reviewed, or Published because the KA is read-only to Users (and editable only by the Knowledge Team). |
Knowledge Article | KA Form: Take Ownership link (I Want To section) |
| Popularity | |||
| Like Increment | Increments the KA's Like votes by one (1) when the User clicks the Like button. | Knowledge Article | KA Form: Like button |
| Other | |||
| Add Comment |
Creates a Journal-Note record each time a User clicks the Add Comment link on the KA Form. Use to allow Users to contribute to the KA after it is submitted and only editable by the Knowledge Team. Available only when KA status is Submitted, Review, or Published because the KA is read-only to Users (and editable only by the Knowledge Team). |
Knowledge Article | KA Form: Add Comment link (I Want To section) |
| Assign Published Article for Redraft |
Reverts KA from Published to Draft Status, and then prompts Knowledge Team member to select any User as the owner so that the owner can revise the KA. Also, creates a Journal-History record (Audit) to track the change. Available to only the Knowledge Team and only when the KA status is Published. |
Knowledge Article | KA Form: Update/Revise Article link (I Want To section) |
| Popularity | |||
| Like Increment | Increments the KA's Like votes by one (1) when the User clicks the Like button. | Knowledge Article | KA Form: Like button |