Who is this for?
Admins, managers, or content owners who want to request changes to existing questions in a topic without directly editing live content.
Overview
Cognexo allows you to suggest edits to any existing question. Instead of immediately changing the live question, a draft version is created for review by your account owner or topic approver. This ensures accuracy, quality control, and proper governance before changes are published.
How to Suggest an Edit
1. Access Topics & Questions
Via your initials (top-right corner):
Open the Admin Portal → select Topics & Questions from the left-hand sidebar.
2. Choose the Topic
Scroll through the list of topics.
Select the topic you want to edit (e.g., Complaints).
Click Questions within that topic.
3. Suggest an Edit
Find the question you want to update.
Select Suggest an Edit.
Make the changes you want to make and press save.
This creates a draft version of the question.
All edits go through the draft/approval workflow.
4. Save or Submit
You now have two options:
Save Draft:
Keeps the question in draft mode so you can continue making changes later.Submit for Approval:
Sends the draft to your account owner or other approver for review.
How Approvals Work
1. View Draft Questions
Go to Topics & Questions.
Select the Draft Questions section in the sidebar.
Drafts will appear under the Draft tab.
Items submitted for review default to Waiting for Approval so you can action them quickly.
2. Compare & Approve
Select a question to see original vs edited versions side by side.
If you're happy, click Approve.
The question will move to the Approved – Waiting Publishing tab.
Publishing Approved Questions
Approval does not publish the question.
Once approved:
Go to Approved – Waiting Publishing.
Select the questions you want to make live.
Click Activate.
You do not need to publish everything at once.
Approved questions can remain unpublished while you phase changes in over time.
Content Edits vs. Technical Display Bugs — and What to Include
Questions can have two types of problem, and the right action is different for each. Choosing the wrong route causes delays — understanding which type you have will get it resolved faster.
| Type | Description and what to do |
| Content edit (you can do this yourself) | The question wording is wrong, out of date, or needs updating. The answer options need changing. An explanation needs correcting. Action: use the Suggest an Edit workflow described above. You can do this yourself if you have Topic and Configuration access. |
| Technical display bug (raise a support ticket) | The correct answer is being shown as wrong to the learner. Text from a different question has appeared inside this question. The answer options are displaying in an unexpected order. The question is showing but your edit changes haven't appeared even after publishing. Action: raise a support ticket — do not try to fix these via the edit workflow as they require platform-level investigation. |
What to include when reporting a technical display bug
Raise a support ticket and include the following:
• Topic name: The exact name of the topic the question is in.
• Question text: Copy the first sentence of the question so the team can locate it.
• What the learner saw: Describe or screenshot the incorrect display (e.g., "correct answer shown as wrong", "text from another question appearing at the end").
• Date/time: When the learner reported it, so the team can check delivery logs.
• Learner email: So the team can check the question history for that specific user.
Understanding the Learner Feedback System
Learners can flag feedback on a question directly from within the daily questions email or app. Understanding how this works helps you know what to expect when a learner uses it.
What happens when a learner flags a question
• The learner sees a "Feedback" or flag option on the question after answering.
• They submit their feedback (e.g., "I think the answer is wrong" or "the explanation is unclear").
• Cognexo generates an automated email to the topic owner for that question, containing: the question text, the answer options, which the learner selected, and their feedback comment.
• The topic owner reviews the feedback and decides whether an edit is needed.
If the topic owner determines the question needs changing, they use the Suggest an Edit workflow above. If the feedback is about a technical display issue (e.g., the learner got it right but the system marked it wrong), they should raise a support ticket as described in the section above.
| 💡 Note | If you are receiving learner feedback emails but you are no longer the topic owner for that topic, contact support to update the topic owner assignment. Learner feedback emails come from no-reply@cognexo.com — make sure this is in your whitelist so they don't go to junk. |