HELP FILE

Solicit Feedback for 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:

    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

    Article last updated: 27 September, 2022