Gather Feedback on Knowledge Articles with Knowledge Feedback

Note The first 30,000 feedback responses are available at no additional cost. To increase this limit, you can purchase the Knowledge add-on license.

This information applies to Aura sites.

Set up feedback for your articles with engaging and personalized feedback forms. Customize the feedback form with a wide range of questions to gather the information you need and define the response options. Assign feedback responses to the appropriate people or groups to improve your knowledge articles. You can automate this process by using Salesforce Flow.

Track the feedback status to efficiently ‌manage knowledge article improvements‌. You can integrate ‌feedback status data into reports and dashboards to monitor how effectively feedback is being handled.

• Set Up Knowledge Feedback in Lightning Experience
  Enable the Knowledge Feedback feature in Setup so users can provide feedback and suggestions on your knowledge articles.
• Set Up Knowledge Feedback in Experience Cloud
  To set up Knowledge Feedback in Experience Cloud for your customer community, first build a Experience Cloud site.
• View Feedback Response Data
  The Knowledge Article Feedback page shows a list view of all feedback responses received on your knowledge articles, providing a consolidated overview of all feedback in one place.
• Assign and Track Feedback Resolution
  Assign feedback responses to a knowledge author or queue to take action on them. You can also track progress until the feedback is resolved.
• Create a Joined Report for Knowledge Feedback
  A joined report contains data from reports that are of different types, including standard and custom report types. You can use a joined report to present different types of information in a single report. Create a single, comprehensive report for Knowledge Feedback by adding Knowledge Article Feedback and Survey Responses report types to a joined report.