If you’ve visited the Now Support Knowledge Portal recently, you might notice that it’s been given a slight makeover. In addition to a refreshed look and feel, the updated knowledge portal features improved visibility into featured, most useful, and most viewed articles. Additionally, you will be able to provide feedback on articles and receive notification when the article is updated.
What is changing with knowledge article feedback and what’s in it for me?
We have always given you the option to mark articles as helpful or not helpful. But with the new actionable feedback feature, there is now an improved workflow when you comment or request updates on articles. This systematic workflow for submitting feedback helps ensure that our knowledge articles constantly stay up to date and relevant.
How does the actionable feedback work?
After reading a KB article, let us know whether or not you found it helpful. Did you find the answer(s) you were looking for? If so, mark it Yes – it helps us know we’re on the right track!
But if you want to see a better version of the article, mark it No. Then let us know what could be improved.
- Is there missing or incorrect information?
- Is it outdated or unclear?
- Are there broken links and/or images?
- Choose the specific reason and include additional details that will help us improve the article.
Once you submit this feedback, the knowledge article writer will be notified and will reach out to you or update the article within 7 days.
It’s as easy as 1-2-3!
- Tell us whether or not the article was helpful.
- Categorize the type of feedback that you are providing.
- Let us know what we can do specifically to improve the article.
This closed loop communication will ensure that the content we provide you is current, accurate, and meets your needs.
It’s all part of our vision to create a more intuitive, personalized experience for our customers.
More information:
KB0869976: How To Use Article Feedback on the Now Support Portal
