Setup: Help Topic Approvals

It’s very popular for there to be more than one Help Author within your business. Delegating content authoring typically requires a level of governance and responsibility, for this reason we can look at setting up Help Topic approvals.

 

A Help Author is typically an owner of your content, a few possible examples of such a person are listed below:

  • Domain Experts
  • Trainers
  • Learning & Development
  • Process Owners
  • Technical Writers
  • Super/Power Users
  • Champions

Governance Approaches

You may look into one or more of the following ways to manage and monitor content authors:

  • Scheduling suitable packaged reports to run weekly or monthly (Reporting who who’s been creating and/or modifying Help content)
  • Setup ‘Help Topic Approvals‘ (an example of how to do this is set out below)

 

Example Simple Help Topic Approval Setup Steps

 

  1. Check your ‘Global Help Settings’, ensure by default Help Topics are not ‘Active‘ (as shown below) – End users only see Active Help Topics!
  2. Review the Help Topic Sharing Rules (shown below) – Make the object Private then consider opening up through the Help Topic Sharing Rules
  3. Review the Help Topic Field ‘History Tracking’ as shown below – Tick any fields that you wish to audit/track (as shown below)
  4. Clone the existing packaged ‘Help Author’ Permission Set – You must Label the clone ‘Help Author (Delegated)‘ and set the API name to ‘HelpAuthorDelegated
    • Update the Help Topic Object in this new Permission Set (Decide on Suitable Create, Read, Updated, Delete (CRUD) rights for these Help Authors)
    • Make sure these users cannot activate the Help Topic themselves, by making sure they have Read Only access (As shown below)
  5. Allocate this new Permission Set to your delegated Help Authors
    • If you have named user license: Set the ‘Improved Help User Type‘ field on the delegated Help Authors user profile(s) to ‘Help Author
  6. Create a new ‘Help Topic Queue‘ as shown below – This is where all submitted Help Topics will sit waiting for approval or you can send all requests to a named Approver.
  7. Create approval workflow email templates for the below scenarios:
    1. Help Topic Approval Request
    2. Help Topic Approved
    3. Help Topic Rejected
  8. Create a new ‘Approval Process’ as shown below – Make sure when you have finished that you ACTIVATE it!
    • On the Help Topic Object as shown below
    • For the Approval Steps, create a new field update (as shown below) to set the Help Topic Stats as Approved
    • Create a second Approval Step (as shown below) to set the Help Topic to Active once Approved
    • Finally for the last Approval step – Create an ’email Alert’ – Using your above ‘Help Topic Approved‘ email template
    • For the Rejected Steps create a new field update (as shown below) to set the Help Topic Status to ‘Suspended
    • Finally for the last Rejected step – Create an ’email Alert’ – Using your above ‘Help Topic Rejected‘ email template
    • Finished Approval Process should look like the below screen shot
    • and as a diagram like below…
  9. Now we need to create a new Process with ‘Process Builder‘ as shown below – This will trigger the above approval when the user changes the Help Topic Status to ‘Submitted for Approval
    • Criteria is when the ‘Help Topic Status’ = ‘Submitted for Approval’
    • The Immediate Actions are calling the specific Approval Process you created above
  10. Test…Test…Test
  11. If you put the ‘Items to Approve’ section on the Approvers ‘Home Page Layout‘, then this is what they will see, once they select a Help Topic to review from the list:

 

That’s it you are Done!

The above is a very simple example, of course you can get very creative with your approval process to meet your quality / governance business requirements.

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