Articles feedback

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You can use knowledge base articles feedback to improve communication with the customers. When used in combination with likes and dislikes, feedback can show you the weak points of your knowledge base that prevent it from performing better. Also, feedback is different from using comments: it does not appear on the article page, so there is (almost) no value in using it for spammers.

This article has a video version. Scroll to the bottom of content to view it.

Articles feedback setup

To enable feedback in articles, go to MinervaKBSettingsFeedback and toggle this switch:

Enable articles feedback
Enable articles feedback

You can control in which cases to display it: always, after like, after dislike, after like or dislike.

Feedback display modes
Feedback display modes

Choose the one that fits your knowledge base better. You can also change any text or color that is used in feedback form here. For example you can use different messages for feedback shown on like vs dislike.

Feedback submission

After you save the settings single articles pages should start to display feedback form.

Article feedback form
Article feedback form

Note, that submit button is disabled until the customer starts typing a message. This is to prevent empty feedback.

When customer submits the feedback, he sees a success message.

Feedback success message
Feedback success message

Feedback management

Submitted feedback appears in feedback list on article edit screen under the related articles box. You can view them here and delete not useful messages.

Feedback list
Feedback list

Also, MinervaKB analytics Dashboard has a section dedicated to knowledge base articles feedback. You can quickly check which articles received feedback recently and take appropriate action. You can also remove feedback entries from here.

Knowledge base feedback dashboard
Knowledge base feedback dashboard

Conclusion

This is basically all you need to do to start using feedback in your articles. You can also check this short video guide on using feedback in your knowledge base.

 

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