Manage high volumes of article feedback by enabling task generation for negative feedback. When an article is rated poorly or marked as unhelpful, a feedback task is generated.

If an ownership group is assigned to the article, the feedback task is assigned to the manager of the ownership group. Ownership group managers can reassign tasks to another group member, or group members can assign a feedback task to themselves.

If no ownership group is assigned to the article, the feedback task is assigned to the author or reviser of the article.

The task assignee can update the article, create a new article, request additional feedback, or reassign the task and receives notification after the feedback is updated or resolved.

Note: The actionable feedback feature is available in the Knowledge Management Service Portal and Agent Workspace. To use the actionable feedback feature in other service portals, you can activate the Knowledge Article View page route map.

Beginning with New York, the Knowledge Article View page route map is activated by default. Existing customers on release versions prior to New York can activate the Knowledge Article View page route map. For more information, see Activate the Knowledge Article View page on upgrade.