Solicit Feedback (Knowledge Articles)
Customers can vote articles as useful and leave comments on knowledge articles (if enabled by agents).
Note: Account admins can click Delete to permanently remove a technician and/or customer comment.
Feedback statistics are displayed at the top of the record, as follows:
- Comments – The total number of customer and agent comments on the article; see Enable customer comments (external) and Enable agent comments (internal) for more information
- Voted Useful – The total number of customers who clicked Me too; see Enable customer voting for more information
- Hits – The total number of times the article has been viewed
Topics in this article:
Enable customer voting
Customer voting is always enabled on knowledge articles. Each article displays a "X people found this article useful" message and allows customers to click Me too to add their vote to the article, or click I still need help with this.
Customer votes are displayed to both agents and customers, as follows:
Enable customer comments (external)
If agents have the "Allow customer comments" check box enabled on a knowledge article, customers can leave comments at the bottom of the page.
Customer comments are included in the comment count and displayed to both agents and customers, as follows:
Enable agent comments (internal)
If agents do not select the "Hide from customers" check box when adding a comment to a knowledge article, then the comment will be visible in the Customer Portal as follows:
Agent comments are included in the comment count and displayed to both agents and customers (unless hidden), as follows: