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Set up a feedback knowledge queue in Salesforce

Role required:
Set up a knowledge queue in Salesforce to capture user feedback and take action to improve your documentation.

Options to set up a knowledge queue

  • Use case object
  • Add a checkbox to the case

Set up a knowledge queue using the case object

  1. In, navigate to Customize > Cases > Fields > Case Origins.
  2. Under Case Origin Picklist Values, click New.
  3. Type in Knowledge Queue or KQ and click Save.
  4. The new picklist value shows up in your list of values:
    Screen Shot 2014-02-26 at 6.32.55 PM.png
  5. In, navigate to Customize > Cases > Fields > Email-to-Case.
  6. Under Routing Addresses, click New and select Email-to-Case.
  7. Select a Routing Name.
  8. Designate the Email Address (using the same address you configured in the Expert control panel). 
  9. Set the Case Origin to Knowledge Queue.
  10. Verify your email address.
  11. Copy the Email Services Address Salesforce created and use it to set up a forwarding address in your email client.
    Screen Shot 2014-02-26 at 6.40.57 PM.png
  12. Set up a Case View to see all incoming cases to the new knowledge queue.

Record feedback with a custom checkbox

Create a checkbox that agents can check to record feedback and to later populate a report.

  1. In Salesforce, navigate to Customize > Cases > Fields.
  2. Under Case Custom Fields and Relationships, click New.
  3. Select the Checkbox radio button.
  4. Give it a field label.
  5. Enable field-level security and add to page layout.
  6. Under the Report tab, click New Report.
  7. Create a new case report.
  8. Designate the report time frame.
  9. Add the filter for the new checkbox.
  10. Include the Case details in the report columns to display the case notes.


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