Managing Article Updates



Outdated articles frustrate customers and hurt AI accuracy. Keep them current.

When to Update



  • •Product UI or features change
  • •Customer feedback indicates confusion
  • •Helpful vote rate drops below 70%
  • •AI confidence scores decrease for the topic


    • How to Update



  • 1.Go to Admin → Knowledge Base → Articles
  • 2.Find and open the article
  • 3.Edit the content
  • 4.Click Save — changes are live immediately


    • Review Schedule



    Set a quarterly reminder to:

  • 1.Review all articles for accuracy
  • 2.Check helpful vote ratios
  • 3.Archive articles for discontinued features
  • 4.Add new articles based on KB Gap Alerts


    • Tips



  • •Add a "Last verified" date at the bottom of critical articles
  • •Use the dashboard's gap alerts to prioritize updates
  • •Ask your support agents which articles get the most complaints