Enable actionable knowledge feedback
The actionable knowledge feedback feature is available when the Knowledge Management Service Portal (com.snc.knowledge_serviceportal) plugin is activated and the actionable knowledge feedback properties are enabled.
Before you begin
Role required: admin
About this task
The actionable feedback feature is available in the Knowledge Management Service Portal and Agent Workspace. To use the actionable feedback feature in other service portals, you can activate the Knowledge Article View page route map. For new customers, the Knowledge Article View page route map is activated by default.
Note: The actionable knowledge feedback is not supported in Knowledge Management v3.
A feedback task is created for an article when the article is flagged. For generating feedback tasks when an article is marked as not helpful or rated below a set value, you must set the following associated properties.
Note: When you select No on the article form, an actionable feedback pop-up window appears. On the Actionable feedback form, choose one of the reasons to provide feedback. If you choose Other as a reason consider providing feedback details.
Procedure
Navigate to All > Knowledge > Administration > Properties.
In the Actionable Feedback Properties section, configure the following properties:
| Property | Setting |
|---|---|
| Create actionable feedback task when an article is flagged | By default, the property is set to Yes and feedback tasks are created when the article is flagged. |
| Create actionable feedback task when an article is marked as not helpful | Select Yes. |
| Create actionable feedback task when an article is rated at or lower than this value. 0 or no value indicates that actionable feedback tasks are not enabled for Rating type feedback | Enter a value from 1 to 5 to specify the rating threshold for generating a feedback task. For example, if you set this value to 3, a feedback task is generated when a user selects three or less stars to rate an article. Note: If you enter '0', a negative article feedback does not generate a feedback task. |
| Create actionable feedback task only when feedback details are provided for the negative feedback | Select the check box to enable actionable feedback task generation for the negative feedback. Set this value to "True", to activate this feature. |
Click Save.
Create field mapping from an HR case to a knowledge article
Copy information from an HR case into a knowledge article by creating custom mapping between the HR case table and the KCS article table.- Add a property to enable creating knowledge articles from HR cases
Add a property, which is required to allow users to create a knowledge article from an HR case. - Create a UI action to enable creating knowledge articles from HR cases
Create a UI action to add the Knowledge check box to the HR case form.
Parent Topic:Configuring Knowledge Management
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