Knowledge Article Feedback

Knowledge Centered Service (KCS) is a methodology to help an organization best leverage Knowledge as a key asset of the business. A key practice of the KCS methodology is periodically evaluating your knowledge content quality. Users in a community have the option to assign articles a thumbs up or thumbs down vote but they can not indicate the reason the article is not relevant.

This Article Feedback component allows you to improve your knowledge articles by collecting feedback on article content and managing feedback resolution. With a simple click, community users can indicate whether an article was helpful/relevant. This crowdsourced feedback allows for continuous improvement.

This component tracks feedback from internal staff and Communities users. The organization that is responsible for Article content and quality can make sure that feedback is handled by assigning the feedback to the right people and tracking the status of feedback assigned. This information can then be incorporated into reports to track trends.

The article feedback is saved in 'Article Feedback' object. Article title, version, URL, type are captured. Check out the screenshot for more details.