Start working on a feedback task, request clarifications, and resolve or close the
feedback task in Agent Workspace. You can view all feedback tasks assigned to
you or your ownership group.
You must have contribute access to the knowledge base that
stores the knowledge article you want to work on.
Role required:
agent_workspace_user
| Source |
Description |
| User feedback |
Knowledge article was marked as not helpful or given low
ratings. |
| Internal feedback |
Knowledge article was flagged. |
| Knowledge gap |
Knowledge gap feedback task was created for one or more tasks
using the Knowledge Demand Insights feature. |
| Knowledge gap - manual |
Knowledge gap feedback task was created manually from a task,
such as a customer service case or an incident. |
| Other |
Feedback for a knowledge article from other sources. Note: When
you upgrade your instance, for any existing records that don't
have any feedback task type set or don't match with supported
types, the feedback task type is automatically set to
Other. |
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Navigate to .
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Click .
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Click the link to a feedback task number.
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On the Knowledge Feedback Task form, review the feedback given by the
submitter.
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Work on the feedback task.
| To | Do this |
|---|
| Start working on the feedback task |
From the State list, select Work in progress.
You can save the feedback task, edit the knowledge article for
which the feedback task was added, or create another knowledge
article from a feedback task if the information in the existing
article is irrelevant or obsolete. For more information, see Create a knowledge article from a feedback task in Agent Workspace and Edit a knowledge article from a feedback task in Agent Workspace. |
| Request clarification from the feedback submitter |
- From the State list, select Awaiting
information.
- In the Additional comments field, enter
the information you need from the submitter of the feedback
task.
When you save the feedback task form, an email notification is sent
to the feedback task submitter.
|
| Resolve the feedback task |
- From the State list, select
Resolved.
- From the Resolution Code list, select a code for resolving the
feedback task.
- In the Resolution notes field, enter the
reason for the resolution.
When you save the feedback task form, an email notification is sent
to the feedback submitter to accept or reject the feedback.
Note: If the submitter accepts the feedback resolution, the state for
the feedback task is automatically set to
Closed.
|
| Close the feedback task without the submitter having to accept the
feedback resolution |
From the State list, select Closed. |
- (Optional)
In the Compose section, enter comments, which all viewers can see, or work
notes, which only internal users can see.
- (Optional)
Track the time spent on each state for a feedback task by clicking the
Knowledge Feedback Task Metrics tab and then clicking
a link to the state in the Value column.
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Click Save.
The feedback task is updated.
