Star Rating

[Vivek13]

Hi,

Please help me with this:

In Customer Service Portal the customer must be able to give a star rating for the user once the task has been completed.

Also the star rating must have a average calculation as different customers will give different star ratings.

How can I implement this?

[Alikutty A]

Hi Vivek,

You could use surveys for receiving feedback from customers. OOB, there is a survey available for CSM, please have a look at it

https://INSTANCE_NAME.service-now.com/nav_to.do?uri=asmt_metric_type.do?sys_id=a0dfbc85c33231001b757bfaa2d3aee7%26sysparm_view=survey

You could modify the survey questions like rating according to your requirement. The survey emails should be triggered to the customer and they will be able to take them from portal.

Thanks!

[Vivek13]

Hi Alikutty,

Will a customer be able to see the user rating in CSM portal, like for example we will be able to see a driver's star rating in UBER?

[Alikutty A]

This is OOB, you can refer official documentation in here

Users can submit star ratings and you may need to setup new public widgets if they need to have a view of their own ratings.

[Vivek13]

Hi,

In servicel portal under knowledge tab they are using widgets KB article comments where they have the star rating in it, for that they have created a separate table called kb_feedback in which they have fields such as rating, comments etc., They have another widget kb top rated, I think its where they calculate the star rating. Is that correct? and also how can I implement the same in CSM portal

Is this the code to calculate the average star rating:

z.addQuery("rating", ">", "0");
if (options.kb_category)
z.addQuery("kb_category", options.kb_category);
z.orderByDesc('rating');
z.setLimit(options.max_number || 5);
z.query();
while (z.next()) {
if (!z.canRead())
continue;