Team Selection for Knowledge Article Feedback


When a specialist presses the Provide Feedback button of a knowledge article, a Standard Request form opens for submitting feedback.

Feedback knowledge article

The rule that determines which team is selected in the ‘Assignment’ section of this RFC has now been modified. Instead of first looking for a (second line) support team, the first line team for the service instance is now selected, whenever possible. The goal of this change is to reduce costs for the support organization.