Notifications for Knowledge article feedback

[barbclark]

I am curious what others are doing with Knowledge article feedback, comments, helpful yes/no?         Do you , as an administrator, monitor these?

Do you have notification events set so that you and the author can be notified if any comments, feedback, starred ratings are utilized?

[Sarup Paul]

Hi

We don't have anything OOB, but you should be able to setup notifications on the following tables to achieve this

For Feedback -- kb_feedback

For Helpful Y/n--cxs_relevant_doc/cxs_rel_doc_detail

Thanks

Sarup

[Chris Longoria]

Hi Barbara, we are in the process of building notifications for feedback, Helpful Yes/No, and Star ratings. What we also want to do is have workflow and tasks setup for these events as well. For instance, if a star rating of 3 or lower is received on an article, we want a task created for the Assignment Group that owns the article. Similar action for a Helpful=No rating. We do currently monitor feedback and ratings and send manual emails to Article owners today, but we want to automate much of this going forward. I'm interested if others are doing this as well.

[gerald2324]

Hi Chris, just curious were you able to get the workflow and task setup for if a rating was 3 or lower to have a task created for the assignment group that owns the article?   I am wondering from the coding/enhancement perspective how difficult would this be to implement or was this fairly easy?

Thanks,

Gerald

[Chris Longoria]

Yes we did, actually testing this out right now! It looks and works great, we've introduced KTASKs using the Task table. The one note the developer mentioned is that they are using a scheduled job to create Tasks since there is no trigger on the Knowledge record. Other than that, I don't believe it was a difficult enhancement. We now have more accountability for Knowledge owners where Notifications were just not cutting it for us.