How to encourage users to "leave feedback" in the esc portal for knowledge articles

Arnaldo · ‎05-11-2023

Dear community
We are using feedback management in ServiceNow and we are detecting that there is no a solution that can encourage standard users to "leave feedback" in the esc portal.
Having more feedback positive or negative is one of the solution that push author to improve the usability of the articles. for example article could be very useful for a user but if that user don't leave a feedback (by stars or helpful) the author will never have will never be assured of the efficiency of his article.
I'm wondering to a random solution that will ask user to provide a feedback afte the closure of the article , like it happening from time to time in MS Teams .

Do you have anything to suggest or comment here?

Flitdog78 · ‎05-11-2023

I really like this idea Arnaldo. You can send surveys out randomly using ServiceNow, if you have the survey widget enabled are you able to create a survey to send out one randomly to 20% of people who access the knowledge base that week at all?

View solution in original post

Leri Andrews · ‎05-15-2023

My suggestion would to have the existing feedback mechanisms float - always appearing at the bottom of the screen as the user scrolls. In this way they are visible even if the user gives up half way through the article, and they would be more included to click 'helpful=no' or < 3 stars. However I expect this will require the widgets to be cloned and will therefore introduce customisation to the portal.