Can you customize the feedback on knowledge articles from a knowledge base level?

[Sabrina Michael]

Understanding that knowledge is a platform capability does this mean IT & HR would need to use the same decisions on helpful not helpful, star rating, commenting, etc. across the whole platform or can the feedback options be customized by knowledge base? 

For example, we have 2 knowldge bases once that is visible to all employees and one that is intended for HR agents only. We want the one for the agents to have the option to post a comment but we do not want employees to be able to add comments. 

Does anyone know if this is possible and if so, how it can be done?

Thanks in advance 🙂 

[Claude DAmico]

I'm trying to understand this. It sounds like you shouldn't be having an issue if the one for HR Agents is visible only to them. From what you've described, when HR Agents search, they should be able to get to articles in both bases and be able to supply feedback on both bases' articles. When non-HR Agents search, they should NOT be able to get to the HR articles and, therefore, not be able to supply feedback on that base's articles. If non-HR Agents are getting to the HR articles, I think the knowledge bases' permissions/user criteria are not set correctly.

As for the feedback itself, all of it would be the same kind of feedback available across the knowledge pages. This can be controlled via UI Script though so it is possible to add a layer of customization on top of the knowledge properties controlling whether the feedback options display at all and/or for which roles.

if (/\/(kb_knowledge.do|kb_view.do|kb_view2.do|kb_view_v3.do|kb_knowledge_block.do)$/i.test(location.pathname)){
     //insert custom code here such as jQuery
}

[Tanuja S]

Hi @Sabrina Michael ,

We have an option called 'Disable Commenting' at knowledge base level which control writing comments on all articles under that knowledge base.

For your first questions, few things can be controlled even in Knowledge base level by OOB.  Similar to comment, we have an option called 'Disable Suggestion' at knowledge base which controls flagging for all the article under that knowledge base.

Thanks,

Tanuja

[Sabrina Michael]

Thanks Tanuja for the response.

Would the feedback options ( helpful not helpful, star rating, commenting, etc.) need to be enabled on the whole platform (enable for both IT & HR) first to be able to disable it on the specific knowledge bases?

[Tanuja S]

Yes.  First respective feedback options need to be enabled at platform level.  Later you can decide whether you need that feedback option or not at knowledge base level.

Also, as I mentioned earlier, not all feedback option can be controlled at Knowledge base level.  Only comment and flag can be controlled in knowledge base.  But still, you can decide who can view helpful, star rating through roles at platform level using properties.

Thanks,

Tanuja