Knowledge article feedback options

[Russell Abbott]

Knowledge articles have two options for rating the articles helpfulness at the bottom of each article.

'Is this article helpful Yes/No' and the 1 thru 5 star rating system.

I can choose to use either of those, or both. I can also choose to fire off a task based on 'Helpful No' or based on a particular star rating.

Is there a guideline on which to use? To me it seems duplicative, especially if I flag an article Helpful No, create a feedback task, then rate the article a 2, creating another feedback task.

What in your instance have you chosen here and why?

Thanks!

[Allen Andreas]

Hi,

You may want to post in the Knowledge Management section of the forums, just in case.

I can see where you're coming from, but honestly, in my experience, both methods are used, as both are valuable and can catch different types of users who may prefer one over the other. In Utah, you can now enable only one or the other to show, instead of both, so this can help you narrow down what you offer and thus how you'd get your feedback.

The likelihood that you're being flooded with feedback tasks from the same user is not that high and so it doesn't take much more effort to go through two feedback tasks from the same user, with that, they can merge them into one and then leave a note in the other and close it out.

It's really up to the business and how things go.

Others, start with 1, then if they see that they didn't go with feedback on ratings, but more people are leaving lower ratings, than marking Helpful 'No', they can turn the other one on as needed.