HELP FILE

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:

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