GUIDE Bulk Article Actions Product Brief

Bulk Article Actions

Problem Description

In order to properly manage a large knowledge base, content managers need to be able to edit the properties of articles in bulk to save them the time of updating articles individually. This is highlighted in Voice of Customer feedback items 1 through 3 in various ways.

Hypothesis to validate: Bulk actions lead to a better ability to manage many more articles in the Knowledge Base. Measurable via # of article updates.

Hypothesis to validate: Bulk actions will lead to strong adoption of Team Publishing and Article Permission features.

Considerations and constraints

We will not be able to make all attributes of an article editable, we need to be able to pick the most impactful things for customers.

Additional materials to consider

This feature should be seen as a tool to improve the adoption and power of Article Permissions, Team Publishing and Multiple Placement.

Evidence suggesting the value of solving the problem

Measurable Goals of the Solution:

Topline Goal - Monthly Active Agents in Guide & Support
Feature Metrics

Article Updates per month
Bulk Actions per month
Articles Published per month

Solution components

Improved list interface with multiple article selection
Bulk action component and settings
Update to API for bulk updates

Relies on…

Team Publishing
Article Permissions

Job stories

As a content manager, I should be able to assign multiple articles to a single user at once
As a content manager, I should be able to publish multiple articles at once
As a content manager, I should be able to move multiple articles to ready for review or ready for publishing at once
As a content manager, I should be able to add a label to multiple articles at once
As a content manager, I should be able to remove a label from multiple articles at once
As a content manager, I should be able to archive multiple articles at once
As a content manager, I should be able to move multiple articles to one section at once
As a content manager, I should be able to select a Permission Group for multiple articles at once

As a content manager, I should be able to undo the most recent action I just performed for a period of time

Open Questions

Permissions

How do we de-conflict permissions for bulk actions? If you select 100 articles and you can’t publish 50 of them, what happens if you try to publish? We need some way to deal with this
Tell people they need to apply a Permission Group, apply a new PG filter and deselect. They need to select again and try again.
Filter action menu to what the current user has access to

Action Errors - We should make this transactional to roll back to prior
Actions on Articles/Translations - There’s some unclear division between translations and articles.

For actions at the article level (Labels, Section, Delete), we need to summarize the change and get a confirmation before we proceed.

Undo - Customers need to be able to undo their most recent action and we need UI for this.
UI Questions

How do we support Select All with endless scrolling?
We believe we need Select All
Revert to Pagination

Limitations to performance - 30 seconds to run the whole thing
Needs a loading indicator of some variety

Scheduled Publishing

Scheduling is only valid when in Approved for Publishing
This is a bit harder to achieve than Verification/Bulk Actions

Shared Global Lists

How do we scale the full list of default, global and personal lists?
No re-order
No grouping / hiding

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