Approve a knowledge article in Agent Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Approve a knowledge article that is awaiting your review in Agent Workspace.

    Before you begin

    Role required: agent_workspace_user

    About this task

    If the article versioning feature is enabled, only users who are assigned as approvers can modify a knowledge article that is in the Review state. If you are not an approver but need to modify the article, consider recalling the article. For more information, see Recall an article that is being reviewed in Agent Workspace.

    Procedure

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge > My Articles - Unpublished.
    3. Click an article link in Review workflow state.
    4. Click Edit.
    5. In the Approvals related list, in the State column, click Requested.
      The Approval form opens in another tab within Agent Workspace.
    6. From the State list, select Approved.
    7. Click Save.
      The approved knowledge article is published immediately or on the scheduled publish date, if the article is scheduled for publishing. If the article versioning feature is enabled, the version number of the knowledge article increments to the next whole number (for example, from 2.02 to 3.0). On the Knowledge form of the article, the workflow state changes to Published. The new published version of the article is added to the Article Versions related list on the Knowledge form. The version is also available in the All Articles list in Agent Workspace, go to Knowledge > All Articles.