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. Administrators can configure feedback options using 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.

The glide.knowman.use_live_feed property controls the display of knowledge article comments.
  • If enabled, the system uses live feed to manage and display feedback on knowledge articles. Flagged comments do not appear on the Article View page. Users with the admin, knowledge_admin, and knowledge_admin roles can access flagged articles by navigating to Knowledge > Articles > All Flagged. Users with the knowledge role can access their flagged articles by navigating to Knowledge > Articles > My Flagged.
  • If disabled, the author of the article and users with the admin, knowledge_admin, and knowledge_manager roles can see all flagged comments. Other users can see only their own flagged comments.

Flagged comments are stored in the Knowledge Feedback (kb_feedback) table but not the Live Feed Messages (live_message) table.

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.