Knowledge feedback

You can view and contribute to feedback on knowledge articles.

Feedback options

You can submit feedback for knowledge articles in these ways:
  • Flag an article as incorrect or inappropriate.
  • Provide a rating value for the article.
  • Mark an article as helpful or not helpful.
  • View comments, add a new comment, or reply to existing comments.
Users can view comments directly on the article. Knowledge managers can view the other types of feedback by navigating to Knowledge > Feedback.

Administrators and knowledge managers can disable some feedback options using fields on the Knowledge Base form when creating a knowledge base. Administrators can configure feedback options using knowledge properties.

Flagging articles

You can flag an article for incorrect or inappropriate content. Click Flag Article in the article header to open a new window, allowing you to enter suggested changes.

Suggestions you make when flagging an article do not appear in the public comments for that article.

Rating articles

The five stars below the article title allow you to indicate the article's effectiveness on a scale of 1 to 5.

Marking articles

The question Helpful? at the bottom of the article allows you to indicate the usefulness of the article with a simple Yes or No answer.

Comments

Knowledge comments at the bottom of the article use live feed to enable a conversation around a knowledge article. For example, you can post replies to comments, add attachments, or Like comments.