Viewing published procedure revisions and restoring a previous version

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<p id="docs-ai-summary-content">Track and manage procedure revisions with ease. View the history of published versions, assess changes, and analyze performance metrics. If needed, restore a previous version to improve auto assist suggestions. This feature helps you refine procedures by comparing historical data, ensuring they remain effective for agents and customers.</p>
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<p class="p">Procedures are the instructions that <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7051314237466" target="_blank">auto assist</a> should follow when suggesting replies or actions to an
agent in a ticket. </p>
<p class="p">When you edit a procedure and publish a new version, each revised version is saved. You can
view the revision history of any published procedure, including the specific changes made and
the performance metrics for the time period when each version was active. You can also restore
any previous version if needed.</p>
<p class="p">This means that you can track how different published versions of a procedure perform over
time. For example, if the overall acceptance rate for a procedure is low and the current
version isn’t performing well, you can make changes, republish, and then review the updated
metrics. By comparing historical versions, you can identify which procedure version works best
and restore it if necessary. This process supports ongoing refinement and helps ensure
procedures remain effective for agents and customers.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic_mp1_1mr_t1b__ul_m41_mmr_t1b">
<li class="li"><a class="xref" href="#topic_whs_hmr_t1b">Viewing a procedure's versions and performance</a></li>
<li class="li"><a class="xref" href="#topic_lqp_3mr_t1b">Restoring a previously published version of a procedure</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_mp1_1mr_t1b__ul_a5s_zjr_xgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7924047699738" target="_blank">Creating procedures for auto assist</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_whs_hmr_t1b">
<h2 class="title topictitle2" id="ariaid-title2">Viewing a procedure's versions and performance</h2>
<div class="body">
<p class="p">You can view previously published versions of a procedure and the revisions that were made
in each version. Revisions include all changes made to the title and body content.
Additionally, you can view each version's performance during the time it was published. </p>
<p class="p"><strong class="ph b">To view revisions and version performance for a procedure</strong></p>
<ol class="ol" id="topic_whs_hmr_t1b__ol_mrt_tdq_cy">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_whs_hmr_t1b__d8e109" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span></li>
<li class="li">Click a procedure's name to open it.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_xyn_41k_q2c" target="_blank">Viewing and managing procedures</a> to quickly find
a procedure.</p>
</li>
<li class="li">Click the revisions icon (<img class="image" id="topic_whs_hmr_t1b__image_tx3_prj_rzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-revisions-icon-contxtpnl.png" width="18">) in the sidebar to open the procedure's revision
history.</li>
<li class="li">Select any version in the sidebar to see the changes that were made to that version and
the version's performance.<p class="p"><img class="image img-screenshot" id="topic_whs_hmr_t1b__image_l5d_xnr_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_revision_history.png" width="300"></p>
<p class="p">Each version
shows the time period during which it was published, its performance metrics, and who
published the version. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9012170900890#topic_v3q_wyb_qgc" target="_blank">Viewing procedures</a> to learn more about procedure
performance metrics.</p>
</li>
<li class="li">Review the changes to the body of the procedure.<p class="p">The revisions show you the
differences between the selected version and a previously published version of the
article. Removed content is shown in red, and added content is shown in
green.</p>
<p class="p"><img class="image img-screenshot" id="topic_whs_hmr_t1b__image_klz_g4r_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_procedures_revisions_changes.png" width="600"></p>
</li>
<li class="li">If you want to hide the revisions while you're viewing a version, click <strong class="ph b">Show
changes</strong> at the top of the Version performance panel to toggle changes off. </li>
<li class="li">Click <strong class="ph b">Back</strong> to return to the published version of the procedure.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_lqp_3mr_t1b">
<h2 class="title topictitle2" id="ariaid-title3">Restoring a previously published version of a procedure</h2>
<div class="body">
<p class="p">You can view previously published versions of a procedure and restore any version to make
it the current published version. You must restore the whole version; you can't restore
individual revisions within a version.</p>
<p class="p"><strong class="ph b">To restore a previous version of a procedure</strong></p>
<ol class="ol" id="topic_lqp_3mr_t1b__ol_r1l_5mt_51b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_lqp_3mr_t1b__d8e109" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar, then select <strong class="ph b">Procedures</strong>.</span></li>
<li class="li">Click a procedure's name to open it.</li>
<li class="li">Click the revisions icon (<img class="image" id="topic_lqp_3mr_t1b__image_lxn_vpr_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide-revisions-icon-contxtpnl.png" width="18">) in the sidebar to open the procedure's revision
history.</li>
<li class="li">Select the version you want to restore in the sidebar, then click <strong class="ph b">Restore</strong>.<p class="p">The
entire version of the procedure will be restored.</p>
</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Restore</strong> again to confirm that you want to
revert to that version.<p class="p">The procedure editor shows the restored selected version, ready
to be published.</p>
</li>
<li class="li">Click the <strong class="ph b">Save</strong> drop-down arrow, then click <strong class="ph b">Publish</strong>.</li>
</ol>
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