Working with Knowledge Feedback
The Feedback tab appears within a knowledge record and lets you see what feedback users have provided as well as enter your own feedback items.
Viewing Feedback Entries
| 1. | Within the Service Desk Console, open the Knowledge workspace, then open a knowledge record. |
| 2. | Select the Feedback tab. The list of feedback items appears, if any. |
Creating a Feedback Entry
Self Service users can provide feedback within the Self Service interface. See Providing Knowledge Feedback.
| 1. | Within the Feedback tab, click New Article Feedback. The New Article Feedback window appears. |
| 2. | Enter information into the fields. |
| Field | Description |
|---|---|
| User Rating | The user rating. One star is not very useful, while five stars is extremely useful. Select from the drop-down list. |
| Is Article Useful | Notes if the article was useful. This value is not related to the User Rating. |
| Comments | Explanation of why you chose a specific User Rating. |
| 3. | Click Save. The window closes. |
The feedback item appears on the list.
Modifying a Feedback Entry
| 1. | Within the Feedback tab, click New Article Feedback. The New Article Feedback window appears. |
| 2. | Edit the information |
| 3. | Click Save. The window closes. |
Deleting a Feedback Entry
| 1. | Within the Feedback tab, select the feedback entry that you want to delete. |
| 2. | Click Delete  . |