We have interactive feedback tasks turned on. A KFT is generated whenever an article is marked "not helpful" or receives a rating below 3 stars. We find that users are not submitting comments in the dialog box that appears after giving the article a negative rating. This makes it very difficult to know what we may need to improve or edit in the article. Has anyone cloned this widget and made the Reason (choices with "Other" defaulted) or Details mandatory?
If you did, what results have you seen? Are you getting similar volume of feedback with more information? I have had 2 different implementation partners recommend that we leave this as is, that forcing comments might result in people not submitting any feedback. However, without any details, we spend way too much time tracking down the user to get additional details or just ignore their feedback.
Any suggestions?
HI Suzanne,
It appears that the system defaults to "Other", I am not sure if this is OOTB or if our implementation partner configured it that way. Nothing in the widget is mandatory, so I think if they are going to submit something, we would want details for any reason. How do we know what might be incomplete or inaccurate without additional information.
The properties are under the Knowledge properties...
