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Set Up the Validation Status

Learning Objectives

After completing this unit, you’ll be able to:

  • Enable the validation status for articles.
  • Display the validation status at the top of the article.
  • Change the validation status.
  • Add an item to the validation status picklist.

Enable the Validation Status

Validation status indicates the state of a knowledge article. Right now, at Ursa Major, articles have one of the following statuses.

  • Not validated. An article still must go through review and validation.
  • Validated. Ada has reviewed and validated an article, and it’s ready to go.

But before agents use the validation status on their articles, Maria must activate it.

  1. Click Setup (Setup) and select Setup.
  2. In the Quick Find box, enter Knowledge Settings.
  3. Click Knowledge Settings.
  4. Select Activate Validation Status field.

Now agents can use the validation status, but Maria wants to make sure they can easily find it.

Add Fields to the Compact Layout

The section at the top of each record is called the compact layout. It’s a quick summary of key fields. Maria configures the compact layout to include the validation status field so agents see it right away.

  1. Click (Setup) and select Setup.
  2. Click Object Manager and select Knowledge.
  3. Click Compact Layouts.
  4. Click New.
  5. For Label, enter Knowledge Compact Layout for Agents.
  6. Move Validation Status to Selected Fields.
  7. Move Article Number, Article Record Type, Version Number, Publication Status, and Last Modified Date to Selected Fields.
  8. Click Save.

Make sure that the right users see this compact layout assignment by assigning it to users based on their record type.

  1. Click Compact Layout Assignment.
  2. Click Edit Assignment.
  3. From Compact Layout to Use, select Knowledge Compact Layout for Agents.
  4. Click the record type to assign. Maria selects FAQ and shift-clicks to select Procedure.

    Compact Layout Assignment page with the FAQ and Procedure record types selected.

  5. From Compact Layout to Use, select Knowledge Compact Layout for Agents.
  6. Click Save.

Now, when Ursa Major agents view an article, they see its validation status right there at the top.

Sample article listing information: article number, article record type, version number, publication status, validation status, and last modified date.

Edit the Validation Status

Maria has enabled validation status and it’s visible to the agents on the compact layout. Now agents want to know how they can change it.

  1. From the App Launcher, click the Service Cloud tile and then select Knowledge from the navigation bar.
  2. If no articles are listed, change the list view. Maria chooses All Articles.
    Note

    Note

    If you’re following along in a Trailhead Playground or other org, you might not have any articles to edit yet, and you might not have an All Articles list view.

  3. Next to the article to edit choose Edit as Draft.
  4. Select the new status from the Validation Status picklist.
  5. Click Save.

    Edit article page with the Validation Status picklist highlighted.

Create a Validation Status

At Ursa Major more agents are starting to write articles now, and Ada thinks that adding a Work in Progress status might help her track them. Work in progress indicates that an agent is working on an article and it’s not ready for her to validate.

Here’s how Maria adds this new status to the Validation Status picklist.
Note

Note

If you’re using the Service Cloud trial org, the Work in Progress picklist item has already been created.

  1. Click Setup and select Setup.
  2. In the Quick Find box, enter Validation Statuses.
  3. Click Validation Statuses.
  4. Click New.
  5. Enter the picklist item. Maria enters Work in Progress.
  6. Select the record types that use this picklist value. Maria thinks Ada wants to use the validation status for both procedure and FAQ articles, but she double checks with Ada. When Ada confirms it, Maria selects FAQ and Procedure.
  7. Click Save.
  8. Maria makes Work in Progress the default value by checking Default.

Validation statuses can be powerful when used with validation rules. You can use them to control the results of data entry, approval processes, and publishing actions. These constraints are based on a combination of user profiles, article state (validation status), and criteria in a record (validation rules). Maria’s excited by the possibilities.

Maria has helped Ada’s agents to easily view an article’s validation status and also added a Work in Progress validation status for articles. Now she and Ada start thinking about how to deliver finished articles to the right readers.

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