Configure and Use Article Feedback
Purpose: Configure and Use Article Feedback/Voting to help manage article content. This allows Admin and Public Users provide feedback and rate Articles.
Prerequisites: Purchase of the Novo Knowledge Base
Configuration Steps:
- Edit the Knowledge Base Settings
- Browse to Admin->Setup->Knowledge Base->Settings and scroll down to the Feedback/Voting section.
- Check the applicable boxes:
- Enable Feedback - Admin Interface - allow Admin Users to provide feedback and rate Articles.
- Enable Feedback - Public Interface Authenticated - allow Users who log in to the Public interface to provide feedback and rate Articles.
- Enable Feedback - Public Interface Anonymous - allow any User to provide feedback and rate Articles from the Public Interface.
- Other Options:
- Min Popular Rating - (Minimum Popular Rating) This sets the threshhold for an article's inclusion in the "Most Helpful Articles" lists. Articles with an average rate lower than this value will not appear on the list. The setting is in effect whether "Most Helpful Articles" is displayed on the Top Menu Bar or the Home Page.
- Enable Captcha for Public Anonymous - Check this to enable a Captcha image below the Question field. This helps to foil automated scripts that would try to attack this feature.
- - This setting enables the "Most Helpful Articles" for the Top Menu Bar.
NOTE: Keep in mind that the Most Helpful Articles list can also be displayed as links on the Home Page.
- Edit Field Ordering
- Where the Article Feedback section is placed in relation to the Article content and the Edit Article page is determined on the Article Field ordering page at Admin>Setup>Field Ordering: Article Edit & Article View. The ability to edit Field Ordering is granted with the Manage Field Ordering role permission.
- Edit the Article Properties
- The settings in Step #1 only enables the Article Feedback/Voting feature.
- To allow Users to provide feedback and rate an article, you must enable it for each individual Article.
- Browse to the Knowledge Base and click the Article you want to receive feedback from.
- Click the Edit button on the Article Options Bar.
- On the Properties tab, scroll down to the bottom of the page and check Enable Article Feedback/Voting.
What happens now? ....
- When end users view Knowledge Base articles that are enabled for Article Feedback/Voting, they will see the Feedback section either above or below the article content.
- When Admin users view Knowledge Base articles that are enabled for Article Feedback/Voting, they will also see the Feedback section either above or below the article content.
- If they have the Manage Feedback permission in their role, they will see a Feedback button above the Article content where they can add, edit and delete comments.
- To add feedback, users select a rate and optionally type their suggestions into the feedback area, complete the Captcha field if it is enabled and then click Send. The Novo software displays an average of the rates to the upper right of the article view.
- Feedback values are available as conditions in Custom Rules and can be used in creating Knowledge Base reports. The reports provide you with the ability to identify the Users that submitted the feedback.
Sub Articles
Create a Rule that runs when Feedback is Received