Knowledge Articles Feedback when selecting 'not helpful'.
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‎07-22-2024 05:48 AM
I know it is possible to choose to gather more feedback on an article when a user selects that the article is 'not helpful'. Is it possible to choose which articles would gather feedback though? For example, if the IT department does not wish to gather feedback on articles they would not have the feedback modal appear when a user selects 'no', vs if HR would like to gather additional feedback on their articles.
Thank you for any information!
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‎07-22-2024 06:03 AM
If IT doesn't want to do anything with the feedback, that's their problem. I wouldn't change anything about this, because it looks strange to the end user. For one article he does needs to provide feedback and for the other he doesn't. Just keep the user experience the same and let the departments responsible for the feedback do what they want (and let the all over knowledge manager provide feedback in department meetings: "users using the HR KB are very happy and users using IT are thinking the worst about the department and 'hey...' that's because HR does something with feedback and IT doesn't care about its users").
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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‎07-22-2024 06:40 AM
Hi Amber,
Are you using feedback tasks? I think you may find that helpful and it may be a way to gather more nuanced data. As Mark points out, the IT department may not wish to collect feedback, but that doesn't mean there isn't value there, either now or in the future. As some like to quote, "Feedback is a gift," or, at least, it can be.
Why not collect the feedback regardless and then generate feedback tasks for actionable feedback? For example, if someone doesn't like an article but doesn't care to comment on why, that's an example where we don't generate actionable feedback but collect the feedback just the same. Many users disliking an article may provide some value in the aggregate and prompt us to take a look at the article.
I think you could set up a scenario where you send feedback tasks to your HR group using conditional triggers and not to others.
Best of luck.
-Adam
