hi everyone welcome back to my channel and in this video we're going to talk about another use case uh I was just wondering about the use case for this particular demo then I thought about let's talk about something related to K records knowledge articles uh there are certain hidden gyms when we talk about the knowledge articles which are available out of the box but not many people are aware of those so let's just take a look at those in the instance itself so if I go to let's say one of the uh knowledge articles so if let's say uh this is one of the knowledge articles that already exist in the system and I do have certain options available in the uh portal like Market is helpful or maybe read this article but do you know if there's an action uh that is getting uh triggered in the back end if I'm marking this is helpful how do I make the or how do I let the owner know that hey there's something about this knowledge article which I did not like and I want to take an action on this something like that so let's go back to the previous screen and I can show you certain options which we can make use of to do certain configurations related to this if I right now Mark this as not helpful there will not be uh anything that gets assigned to anyone or somebody to take a look at it let's me search with this knowledge article here so if I search with the SKB record okay directly open up let's go via the suit and if I open this cord so there is one tab called feedback where it is getting stored that it was marked as not helpful by system administrator but this is not telling anyone to do take certain action on this and let's also verify the emails module if there was an email that went out [Music] I don't see an email that got triggered okay now if I take you uh to the knowledge module there we have certain properties which are again I'm saying this that available out of the box which we can make use of so here is uh one such property uh and the proper property is uh this one create actionable feedback task when an article is marked do not helpful so if I do this there will be a task which will be created in the KB record so let's just try it out how it works if I mark this as yes and I click on Save okay the properties updated now let's just verify uh yes so if I go back to the same article so this is the same article I just reloaded the page and if I mark it as not helpful now then it asks me for certain uh additional details let's say I want to see the article is incomplete and I can add certain comments test incomplete and if I submit this again it gives something uh similar a very similar informational message on top and if I go back to the KB record now where is it so this is the KB record and I can see here that uh a feedback task is created which is assigned to the author the owner of the knowledge article the KB record and the exact reason is available over here and the description is the feedback which I mentioned in the details so this is one property which which we can make use of out of the box let's say somebody thinks that uh there's something wrong with this article they can mark it as not helpful and a feedback task is assigned to the author of the article and it's their wish whether they want to update the article or do something about it after discussing internally now let's take a look at another Hidden Gem so there's another property which says when set to do feedback task for creating only if users submits proper reason for negative feedback so let me uh mark this property is also yes and I'm going to save it so this is my knowledge article in the portal again now if I Market as no or helpful as no and I do this I click on no thanks let's see uh feedback task is created this time or not [Music] so this is so this is my KB record and if I fish this so there's no feedback task created now but if I enter a valid reason then only the feedback task will be created this is because of the second property which we have set as true so let's try that out I am going to enter a valid feedback okay if I let's click on submit now and refresh this page then you can see that a second article is sorry second task is created with the exact reason that I have selected over there so this is how the second property helps us to make sure that a task is created in the author's queue so that the author's SK is not populated with unnecessary tasks which the author does not even want want to take a look at so the second property is just making sure that if you are entering a proper reason with details then only a feedback task will be created otherwise no so let's try that out by selecting only the first property itself because we did not try that scenario if I just mark this property as no and I just save it and let's go back to uh article and if I let say SEL as no and I do not enter any details over here and I just click on let's say uh no thanks and let's just refresh this list so you can see that if I am selecting only the first property is two then it is creating a task even if I am not entering any valid reason so it does make sense that I enter a reason if I want the article to be updated I simply cannot Mark the reason as other and leave details as empty and click on no thanks so I think these property it would be a best advis that these properties are used together because the one makes sure that some action will be taken because a task is uh assigned to the author's queue and the second one makes sure that only valid reasons which are entered will be creating a task to the author so thank you so much for watching these are two of The Hidden GS that we can utilize u in a knowledge implementation byebye