Knowledge Feedback Tasks

[jrusso]

We have interactive feedback tasks turned on.  A KFT is generated whenever an article is marked "not helpful" or receives a rating below 3 stars.  We find that users are not submitting comments in the dialog box that appears after giving the article a negative rating.  This makes it very difficult to know what we may need to improve or edit in the article.  Has anyone cloned this widget and made the Reason (choices with "Other" defaulted) or Details mandatory?  

If you did, what results have you seen?  Are you getting similar volume of feedback with more information?  I have had 2 different implementation partners recommend that we leave this as is, that forcing comments might result in people not submitting any feedback.  However, without any details, we spend way too much time tracking down the user to get additional details or just ignore their feedback.

Any suggestions?

[Shambhu K B]

Hi jrusso,

I had similar kind of requirement to not create KFT when user does not enter any reason after selecting "other". we dont have to modify/clone widget for this. 

there is OOB property, "glide.knowman.feedback.enable_explicit_feedback". if you set this to true, the KFT(knowledge feedback task) will be created only if user enters the reason in the dialogue box.

please mark this answer as helpful/correct, if it answers your question.

Regards,

Shambhu

[Shambhu K B]

Hi @jrusso,

Please mark the answer helpfull/correct if this answered your question.

Shambhu

[Suzanne H]

@Shambhu K B 

Will this require the user to enter details for any selection or only when they choose 'other'? Also, where can I see the OOB property.

[Shambhu K B]

Hi @Suzanne H 

This property enforce user to enter reason only when they select "other" as reason.

Please mark helpful/correct if this answers your question

Regards,

Shambhu