Ratings or Helpful/ Not Helpful? > How are these working for you?

[Jayne Loh]

Happy new year everyone!

This is a topic that we come back to very frequently - if we should use either one of the feature to rate an article with a 5 star rating scale or Helpful/Not Helpful scale.

I was combing through these forums and found that many kept both which we originally did but we didn't get good data points from both and found it confusing to explain difference between top rated vs helpful/not helpful.

Our current setup: Helpful/Not Helpful - not helpful triggers KFT creation. Note we had comments turned off as well since we had issues moderating comments shown publicly on a HR Knowledge Base. 

Most common setup seen here: Having both, Not Helpful + Rating 3 stars or less triggers KFT.

Would love to hear from your experiences and best practice.

1. If you use both, why and how to you measure these metrics for reporting
2. If you use either one, why and is it working well for you

Thanks in advance and hope to learn from your experiences!

[Vickie Runyon]

KFT = Knowledge Feedback Task.  A task is created for someone to follow up on the feedback and decide what to do with it - update the article, create a new article, nothing, etc.

You can configure who gets the task - an ownership group, the Knowledge Base Manager, etc.

[Linde Jilesen]

Great discussion and also for us a hot topic at the moment! What is the best feedback functionality to get a satisfaction score for your knowledge articles? Any best practice sharing is welcome!

one more item to add to the Rating stars and why we are not in favor to use is that you can't "reset" the rating. 

in case you are getting 1 or 2 stars for your article and you incorporate improvements. You can't track the "new" ratings as it keeps on building on top of the old ratings. hardly impossible to overcome a bad rating. 

maybe anybody had some tips on this?