How to implement ratings and reviews functionality to catalog items in service portal?

[vishnu1891]

The users are able to order catalog items from Service Portal. But we want a functionality to enter reviews and rating to the ordered items. Any suggestions?

[seanphelan]

sorry about the delay in a response.

I used the same logic where I created a table to hold the feed back with CI (reference), user, date/time comment and rating score.  then for the user interaction I wrote a widget.

I went with CI since we relate all forms to a CI and upper management wanted feedback per CI.  If you want you can add a catalog item reference field to track both or just use one reference field.

I have attache my update set for CI feedback. In the widget in the update set you will need to um-comment the rating html code.  upper management just wanted comments

[Allen Andreas]

Who is the rating/review really for? From a business perspective?

Since catalog items are usually static and for a reason, what would the rating and review process really do? Make you not offer it anymore? Make others not use it?

Per Amazon and all that, the reviews are used to talk about quality and delivery and that sort of thing, but that's because there's other options out there. I wouldn't think your company has the bandwidth to have 5 of the same sort of catalog item which could stand to have a poor rating or so for one, so that users use the other.

I would think an evaluation of the catalog item still needs to be done, but more so on a survey feedback by the end-user afterwards that is asked questions that target the business needs for improvement. Then those surveys can be used to evaluate the process as a whole and then enhancements can be made to bring a better customer service.

Having the ratings and reviews public and front facing like that seems like it would backfire and actually cause more problems than assist?

Looking back at some of the examples above, I can see the use, but just throwing out another way to capture feedback via the surveys.

Just my two cents though!

[seanphelan]

the feedback is only seen by the service owner /manager and is no public facing in my code.  A survey after you order something is a good solution too. However, we have found that with our user base, surveys get a very low response rate and this works better.

We use this feedback and the number of forms submitted as a metric (with other items) to help decide if a CI should be sunset-ed and no-longer offered

[Allen Andreas]

Sounds good. We'll see what the author wants to do though. Since it's their post 🙂

[Harshit18]

Following are the steps that I followed in order to display and implement the comment/rating functionality of kb articles on catalog item :

Step 1 : Created the custom fields in table "sc_cat_item" as attached in the screenshot.

Step 2 : Cloned the widget "KB Article Comments" and used it in page Service Catalog. Edited the text to "Rate this Catalog Item" in HTML part of widget.

Step 3 : Change the gliderecord table to sc_cat_item in Server Script

Note: You can create a custom table to maintain the feedback for catalog items.

Step 4 : Test the functionality with any catalog item by submitting the ratings and comments.

Step 5 : Check for the feedback record in kb_feedback table

Regards

Harshit Chauhan

+919958355392