Actionable Feedback Tasks on Comments

[JulietChicago]

Actionable Feedback Tasks

Out of the Box Feedback Tasks are created for “Flagged” from Workspace and KM Portal.

For comments can these also create feedback tasks?

Is there a downside to creating feedback tasks for comment?

We want to do this as the Flagged feature does not allow to add attachments or a rich text field so users need to follow up with a separate email with these artifacts.

Thanks

Juliet 

[Eoghan Sinnott]

Hi Juliet, 

Out of the Box the KFT's are only created through the flag, Helpful or Star Rating options. Comments themselves do not create a task.
You can create a business rule to create one when a standard comment is left.  Please see this post for the detailed explanation.

As regards downsides I think it really depends on your company. We did move away from the comment section under the articles. We felt that sometimes outdated information was displaying in them, also sometimes information that wasn't verified and could lead to someone following an incorrect process. Also it had sometimes turned into an unmoderated message board with multiple conversations going on.

As you said this loses the ability to add screenshots, attachments etc. but we have another way of contacting the Knowledge Management team if someone requires to provide this info.

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

[shannont]

Hi @JulietChicago ,

I 2nd what @Eoghan Sinnott states above, especially related to comments at the bottom of articles.  We have not used this capability as the OOB options of Flag, Helpful and Rating provide plenty of options.  

Although you cannot add attachments in the comments pop up when submitting feedback, you can add them directly to the Feedback Task once created which then live in the My Submitted Tasks area in the filter nav.  This could be something to call out as part of the process in your training article on this topic for example.