Provide feedback for a knowledge article in Agent Workspace

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 3분

    • Provide feedback on a knowledge article by rating the article, marking the article as helpful or not helpful, and posting and replying to comments for the article in Agent Workspace.

    시작하기 전에

    You must have read access to the knowledge article.

    Role required: agent_workspace_user

    프로시저

    1. Navigate to All > Agent Workspace > Agent Workspace Home.
    2. Go to Lists > Knowledge > All articles.
    3. Click the link to the knowledge article that you want to view.
    4. Provide feedback for the article.
      ToDo this
      Flag the article Click the more actions icon (More actions icon), and then click Flag Article to report an article that contains incorrect or inappropriate content. A dialog box is displayed in which you can provide the reason for the flag. A feedback task is automatically created for the article and assigned to the author or ownership group, as configured.
      Rate the article Click the star icons displayed on the article to indicate its effectiveness on a scale from 1 through 5.

      Administrators can configure the glide.knowman.feedback.enable_actionable_feedback_for_rating property to ensure that feedback tasks are automatically created and assigned when a lower rating is posted. For more information, see Knowledge Management properties.
      Enter your comment In the Type your comment here text box, enter a comment and click Post Comment.
      View all comments and replies posted for the knowledge article Scroll down to the Comments section. To view or hide replies added to a comment, click Show replies or Hide replies, respectively. To view replies added to all comments, click Show all replies.
      Like a comment on the knowledge article Underneath the comment, click the like icon (Like icon).
      Reply to a comment on the article Underneath the comment, click the reply icon (Reply icon), enter your comment in the text box that appears, and then click Submit.
      Delete any previous comments or replies Go to a comment or reply and then click the delete icon (Delete icon). If a message appears, click Yes, delete.
      주:
      Only users who have posted the comment, knowledge administrators, and knowledge owners can delete a comment.