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Lightning Knowledge Feedback

Collect Feedback on Knowledge Articles and Take Action

Overview

The Lightning Knowledge Feedback app allows you to improve your Lightning Knowledge articles by collecting written feedback on article content and managing feedback resolution.

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  • Collect written feedback on articles to identify ways to improve the article

  • Assign feedback to the best person to manage it, and ensure that all feedback has the appropriate follow through. Track feedback assignments, status, and resolution

  • Report on who manages article feedback, time to feedback resolution, and feedback outcomes

The Lightning Knowledge Feedback app tracks feedback from internal staff and Experience Cloud users via any of the following methods: 1. Use a prebuilt Lightning Web Component or Flow to collect feedback on articles, both internally and on Experience Cloud portals 2. Option to modify the flow to meet your organization's needs 3. Track feedback through reports, related lists, Chatter posts, and in-app notifications With all feedback recorded in one place, Knowledge users can easily improve articles for greater customer success. The group that is responsible for Article content and quality can make sure that feedback is handled by assigning the feedback to the right people, tracking the status of feedback assigned, and tracking how the feedback was handled. This information can then be incorporated into reports to track trends around who is managing feedback, time it takes from when the feedback was reported to when it was handled, and how feedback is handled.

Categories

Business Needs
Collaboration
Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
No Limits
This product's apps, tabs, and objects don't count against your Salesforce org limits. Learn More in Help
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Managed Package
This product is installed in your Salesforce org as a managed package and receives automatic upgrades.
Native App
No Limits
Lightning Ready
Managed Package

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