Knowledge Article Helpful? 'No' = action/comment required

[Lesley W]

Note: I selected Orlando instance but we are soon migrating to Paris.

Is there a way to prompt a 'flag article' comment when a user selects 'No' in the Helpful section of a knowledge article?
Or have it open a URL/survey which may be made anonymous in some way?

At the moment when a user selects 'No', a system message just pops up to say "thank you". I then try to contact the user to get more information but rarely get a response (possibly because they're not anonymous, possibly because it was an accident or they're busy or just don't want to reply).

Thanks.

[Wendy25]

Thanks Lesley!

[Michael QCKM]

YES, this is 100% possible and highly recommended by me. ( I haven't looked at all the links provided, but it is documented)

Just an FYI:  Flagging and other Feedback are slightly different in purpose.

• Flag is from the KCS Methodology, and should be used by Agents working in the Native UI (itil role/fulfillers)
• It allows for comments (which I believer are REQUIRED or should be), so when submitted, creates a record in Feedback Table as flagged = True
  
  
• Helpful? is generally for other users - like on a Self Help Portal, and can be configured.
• On Portal, IF actionable Feedback is enabled and configured, will popup a Reasons popup for "negative" feedback (thumb's down) and/or low star ratings.
• We removed stars, so use the thumbs down + reasons + a required comments field to gather the DETAILS for the authors.
  
  
• Stars... are very ambiguous to me and we stopped using them.  We feel the article either solves the issue or does not. (hence the Helpful? Yes/No)
  
  
• Comments by themselves are ok, BUT won't allow the metric of whether it was good or bad, positive or negative, so you cannot really make a report to show if your articles are being perceived well or not.

[Annie M1]

How do we enable and configure Actionable Feedback on the portal? I also need a required 'comment' if a user clicks No and still can't figure out how. I found the property "Create actionable feedback task when an article is marked as not helpful" and set it to Yes but that only makes a task on the backend.