How to have actionable Feedback on Article?Francois LopitauxDirector, product management

@flopitaux

in/flopitaux

1 - Activate Chatter

Activate Chatter on every Article Type– Navigate to Setup > Customize > Chatter > Feed Tracking

– Select “Enable Feed Tracking”

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.

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 PublishStatus = \'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;

            

   }

}

}