Solicit Feedback for Knowledge Articles
Customers can vote articles as useful and leave comments on knowledge articles (if enabled by agents).
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
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: