Best practices for managing Knowledge Feedback requests

[StephLindorff]

Though there is a lot of potential, there's not a lot of muscle to the Knowledge Management module straight out of the box. What have you done to enhance knowledge management - workflows added, configuration options turned on, etc.

Thanks!

Stephanie Lindorff
Ecolab Global Knowledge Manager

[StephLindorff]

When you say "external customer" are you referring to people that don't have a Role in SN?

[servicenowkevin]

That's right. More specifically external customers can provide feedback, but not view feedback from others.

[StephLindorff]

I'm confused

As a test, I impersonated a user that doesn't have any SN Roles and left feedback on a public KA.   I then impersonated a different Role-less user and was able to see the feedback comment from the test.   This is consistent with my understanding of how Feedback has worked since Berlin.  

[servicenowkevin]

I think I misunderstood your question. Let me try again.

External customer is somebody like you that buys our product. We have customized our feedback so that customers do not see comments from other customers or our internal staff. They can however provide feedback.

Does that help?

[StephLindorff]

Yes - thanks!   I thought you were discussing core functionality ("we" = SN dev team rather than your knowledge team).   Knowing that you were talking about a customization clears everything up.