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    [Delivered] Answers versioning
    Idea posted January 19, 2015 by Traci WhitleySpecialist, last edited February 22, 2018 by Jeff ElserWhiz, tagged Customer Portal, Knowledge Foundation, Reporting 
    935 Views, 23 Comments
    Title:
    [Delivered] Answers versioning
    User Story / Description:

    I would like to see Answer versioning. We are constantly changing our Answers based on Helpful/Not Helpful ratings. We would like the ability to go back and see a detailed version history of the Answer, who changed it and when it was changed. Currently we are informally tracking our changes on a spreadsheet – as you can imagine, this is not the best method. Ideally, it should be tracked within the system.

    We would also like to take that information and compare it against the Ratings to gauge if our modifications did improve the helpfulness of the Answer.

    Comment

    • Kurt Helfrich

      There are 2 products because they came from 2 separate previous products that Oracle bought.

      KF is the former RightNow Technologies product.
      KA is the former Inquira product.

      If I remember Inquira right, it was mostly on-prem and a standalone KM product, where RightNow has always been a more comprehensive CRM product.

      Data structures and a lot of stuff seem to be VERY different.  They can't just merge the two.  We're partially a software company, which has its origin in a merger of competitors and several acquisitions in its history, and I know enough to understand that this is difficult.

      My gripe is not with the two products, just with one feature that we (1) feel is critical for legal purposes and (2) can't be that hard to implement, since we had a good version of it in a home-grown Lotus Notes KB decades ago.

    • Jeff Elser

      Hi all.

      I just wanted to give you a heads up that answer versioning for Knowledge Foundation is in development and is one of our highest priorities. At this point, in this forum, I can't specify an expected release date, but if you'd like more detailed roadmap information, please let me know and we can arrange a call. Additionally, please consider attending the Modern Service Experience this year for an exciting session on this topic.

      I know versioning is a highly sought after feature and we are working hard to meet those functionality needs.

    • Eric Simonsen

      I see that there is a session at the Modern Service Experience this year on Answer Versioning. Which release is this going to be available in? 

    • Kristine Tannert

      I'm definitely interested as well. Our use case is - customers often make decisions about their paycheck, tax deductions, retirement plans, flexible spending accounts, and health care plans based on content we publish on our web app. They may contact us disputing some of the consequences of those decisions and reference a page on the app with certain content that helped them come to a decision. We have to be able to provide our legal department with the exact information (text, PDF forms, etc) that was present on the date the customer found their information. 

    • Jeff Elser

      Answer versioning will be part of the February 2018 release!  I'm currently working on some video tutorials and documentation and I'll post links to that material here as soon as I can.

      Kristine, there is a new report that will allow you to specify a date/time and an answer ID. It will then return the version of that answer that was live at the time you specified, which you can then view, compare to other versions, etc.

    • Eric Simonsen

      Great news, except for the fact that we typically upgrade once a year, and are right in the middle of upgrading to 17D. Maybe I can get our organization to move to the Auto-Upgrade program so that we don't have to wait an entire year to get this.

    • Kristine Tannert
      Jeff Elser said:

      Answer versioning will be part of the February 2018 release!  I'm currently working on some video tutorials and documentation and I'll post links to that material here as soon as I can.

      Kristine, there is a new report that will allow you to specify a date/time and an answer ID. It will then return the version of that answer that was live at the time you specified, which you can then view, compare to other versions, etc.

      View original

      That's great! Thanks so much =) 

    • Jeff Elser

      I'm working on recording some videos to help get you started with answer versioning. I haven't got them all done yet, but there's no sense in making you wait for me to improve my video editing skills. Here's what I have for you so far:

      Additionally, you may want to check out the documentation for answer versioning: