Enable actionable knowledge feedback

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • The actionable knowledge feedback feature is available when the Knowledge Management Service Portal (com.snc.knowledge_serviceportal) plugin is activated and the actionable knowledge feedback properties are enabled.

    Avant de commencer

    Role required: admin

    Pourquoi et quand exécuter cette tâche

    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. For new customers, the Knowledge Article View page route map is activated by default.
    Remarque :
    The actionable knowledge feedback is not supported in Knowledge Management v3.
    A feedback task is created for an article when the article is flagged. For generating feedback tasks when an article is marked as not helpful or rated below a set value, you must set the following associated properties.
    Remarque :
    When you select No on the article form, an actionable feedback pop-up window appears. On the Actionable feedback form, choose one of the reasons to provide feedback. If you choose Other as a reason consider providing feedback details.

    Procédure

    1. Navigate to All > Knowledge > Administration > Properties.
    2. In the Actionable Feedback Properties section, configure the following properties:
      Property Setting
      Create actionable feedback task when an article is flagged By default, the property is set to Yes and feedback tasks are created when the article is flagged.
      Create actionable feedback task when an article is marked as not helpful Select Yes.
      Create actionable feedback task when an article is rated at or lower than this value. 0 or no value indicates that actionable feedback tasks are not enabled for Rating type feedback Enter a value from 1 to 5 to specify the rating threshold for generating a feedback task.

      For example, if you set this value to 3, a feedback task is generated when a user selects three or less stars to rate an article.

      Remarque :
      If you enter '0', a negative article feedback does not generate a feedback task.
      Create actionable feedback task only when feedback details are provided for the negative feedback Select the check box to enable actionable feedback task generation for the negative feedback. Set this value to "True", to activate this feature.
    3. Click Save.