HELP FILE

Solicit Feedback (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:

Topics in this article:

Enable customer voting

Enable customer comments (external)

Enable agent comments (internal)

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:

Related

Use Knowledge Articles and Knowledge Management

Create and Publish Knowledge Articles

Remove Knowledge Articles