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Knowledge Advanced - feedback proces — Cloud Customer Connect
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Knowledge Advanced - feedback proces

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Summary:

Looking for option to configure communication between knowledge creator/owner and user that gave feedback (via incidents)

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Hi,

Am looking for a way to link the feedback that a user may give in a Knowledge Advanced portal to the Knowledge Owner / Creator. I see there should be an option to link incidents to articles (manual: See Incidents Linked to an Article (custhelp.com)) and also that there has already been reported an idea in 2018 but no further information available about its progress:

Open incident link from Knowledge Advanced — Cloud Customer Connect (oracle.com)

The intention is that the Knowledge Owner / Creator can communicate via an incident to the user that gave a recommendation on an article in an OKCS portal. I also see that the recommendation for an article is stored in a field okcs_recommendations.comments. There seems no clear connection to me about how an incident can be linked to further communicate via an incident about the feedback.

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