How to have actionable feedback with salesforce knowledge
- 1. How to have actionable Feedback on Article? Francois Lopitaux Director, product management @flopitaux in/flopitaux
- 2. 1 - Activate Chatter Activate Chatter on every Article Type – Navigate to Setup > Customize > Chatter > Feed Tracking – Select “Enable Feed Tracking”
- 3. 2 - Create a custom Object to store the feedback Create a custom object named “Article Feedback” with the following field: – Feedback Status – Article Title – Article Number – User Comment – Article Link Note: You can also the custom object included in Public Knowledge Base 2 AppExchange.
- 4. 3 – Create Feed Item Trigger Create a Feed Item Trigger that will create a Article Feedback record every times that a user is going to post on an article using #feedback. trigger CreateArticleFeedback on FeedItem (after insert) { for (FeedItem f : trigger.new) { String parentId = f.parentId; if (parentID.startsWith('kA') && f.type == 'TextPost' && f.Body.contains('#feedback')) { //Retrieve KnowledgeArticleVersion String q = 'select KnowledgeArticleId, articleNumber, title from KnowledgeArticleVersion where PublishStat us = 'online' and Language = 'en_US''; q += 'and KnowledgeArticleId = ''+ parentId +'' limit 1'; KnowledgeArticleVersion kav = (KnowledgeArticleVersion) Database.query(q); Article_Feedback__c afd = new Article_Feedback__c ( Article_ID__c = parentId, Article_Number__c = kav.articleNumber, Article_Title__c = kav.title, Article_Link__c = 'https://login.salesforce.com/'+ kav.KnowledgeArticleId+ '?popup=true', Comments__c = f.Body ); insert afd; } } }