Plan requirement
| Subscription | Suite Enterprise or higher, Knowledge Enterprise |
| Access | Agent |
Work in progress lets you rewrite a published article without readers seeing the half-finished version.
Stage an update
- Open the published article in the help centre and click Edit article.
- Make your changes and click Save. That creates the work in progress version; readers keep seeing the published one until you publish this.
- For a review, open the review status dropdown, select Awaiting review and assign it to the person who should look.
- Publish, replacing the live version.
Only agents with management permissions on the article can create one of these.
One practical trap: unless you are a Knowledge admin, there is no central list of staged versions. Note the URL of your work in progress, or finding it again means opening articles until you land on the right one.
The problem it solves
Without it, editing a published article is live from the first save. A rewrite interrupted halfway leaves readers with a mangled article and no warning.
That is a genuine risk on a busy help centre, and it makes people avoid improving articles at all, which is worse.
When to use it
- A rewrite rather than a correction.
- An update tied to a release, prepared in advance and published on the day.
- Anything needing review before readers see it.
When not to
A typo, a broken link, a wrong number. Fix those directly. Staging a two-character change adds ceremony to something that should take ten seconds.
Do not leave it staged
A work in progress version that sits for months is a half-finished article nobody remembers, and the live version is the one people read anyway. Finish it or discard it.
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