Review content when the underlying fact changes
Published September 8, 2026.
A yearly review date does not protect an article after a product, price, policy, or system changes. Add event-based triggers to the normal calendar. Release notes, new exception rules, repeated agent questions, and sudden reopen patterns can all justify an earlier check.
Make the trigger actionable
Each alert needs a content owner, a reviewer with subject authority, and a temporary instruction for agents if the article cannot be confirmed quickly. Mark uncertain content clearly. Removing it from search may be safer than letting an old answer remain the easiest result.
Check use after publication
After a revision, sample cases that used the article. Look for correct decisions, fewer clarification requests, and any new misunderstanding caused by the wording. Record the source and approval date so the next reviewer can see why the instruction exists.
See knowledge base best practices and the help center audit cadence. The NIST information quality guidance can inform governance discussions. Customer Care Staff can maintain the review queue, while the client owns product and policy truth.