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Question

 Duarte Moita (DuarteM7)
Knowledge Expert

Knowledge Expert
FR
DuarteM7 Member since 2015 24 posts
Knowledge Expert
Posted: Oct 18, 2018
Last activity: Jun 4, 2021
Posted: 18 Oct 2018 10:44 EDT
Last activity: 4 Jun 2021 6:34 EDT
Closed
Solved

What happens to the user feedback on an article?

Hello,

In Pega Knowledge a user can provide feed-back on an article.

My question is - where is that feed-back visible once it is submitted? Who can see it?

Please refer to the attached screenshot for further details.

Regards,

Duarte

***Edited by Moderator: Pooja Gadige to add platform capability tag***
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Pega Knowledge
Low-Code App Development

Accepted Solution

Posted: 7 years ago
Posted: 23 Oct 2018 17:40 EDT
Scott Kennedy (ScottKennedy)
PEGA
Principal Product Manager, Customer Service Desktop & Self-Service
Pegasystems Inc.
US

Feedback from CSR's (from Pega Customer Service interaction portal) creates a case that is routed to the “Knowledge Content – Suggestions” workbasket in the Pega Knowledge authoring portal, where an KM author can view the feedback, directly open the corresponding article (to edit, if necessary), see the content version, where the article was viewed from, the feedback suggestion text, and a Disposition dropdown to Accept or Reject the feedback for reporting purposes.

Below is a sample Knowledge Content Feedback item.  Note that the ID is in the form of "KCF-XXX" (Knowledge Content Feedback):

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