Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Now Platform capabilities
Table of Contents
Choose your release version
    Home Orlando Now Platform Capabilities Now Platform capabilities Knowledge Management Knowledge article authoring in Agent Workspace Work on a feedback task in Agent Workspace

    Work on a feedback task in Agent Workspace

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Work on a feedback task in Agent Workspace

    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.

    Before you begin

    You must have contribute access to the knowledge base that stores the knowledge article you want to work on.

    Role required: agent_workspace_user

    About this task

    A feedback task is created based on the following types of feedback sources.
    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.

    Procedure

    1. Navigate to Agent Workspace > Agent Workspace Home.
    2. Click Lists > Knowledge > My Tasks - Feedback.
    3. Click the link to a feedback task number.
    4. On the Knowledge Feedback Task form, review the feedback given by the submitter.
    5. Work on the feedback task.
      ToDo 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
      1. From the State list, select Awaiting information.
      2. 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
      1. From the State list, select Resolved.
      2. From the Resolution Code list, select a code for resolving the feedback task.
      3. 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.
    6. (Optional) In the Compose section, enter comments, which all viewers can see, or work notes, which only internal users can see.
    7. (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.
    8. Click Save.

    Result

    The feedback task is updated.
    Related tasks
    • View a knowledge article in Agent Workspace

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Work on a feedback task in Agent Workspace

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Work on a feedback task in Agent Workspace

      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.

      Before you begin

      You must have contribute access to the knowledge base that stores the knowledge article you want to work on.

      Role required: agent_workspace_user

      About this task

      A feedback task is created based on the following types of feedback sources.
      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.

      Procedure

      1. Navigate to Agent Workspace > Agent Workspace Home.
      2. Click Lists > Knowledge > My Tasks - Feedback.
      3. Click the link to a feedback task number.
      4. On the Knowledge Feedback Task form, review the feedback given by the submitter.
      5. Work on the feedback task.
        ToDo 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
        1. From the State list, select Awaiting information.
        2. 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
        1. From the State list, select Resolved.
        2. From the Resolution Code list, select a code for resolving the feedback task.
        3. 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.
      6. (Optional) In the Compose section, enter comments, which all viewers can see, or work notes, which only internal users can see.
      7. (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.
      8. Click Save.

      Result

      The feedback task is updated.
      Related tasks
      • View a knowledge article in Agent Workspace

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login