Knowledge Article feedback

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Posted on by Steve Pillar

156

I have created a number of knowledge articles, and published them to our Customer Support Portal (based on out of the box, but much updated)

I want users to be able to give feedback on the articles.

In the Customer Service Hub, in the Knowledge Base Management Settings, I have enabled Knowledge articles feedback.

But there is no where on the articles that I can see to allow users to give feedback.

Any suggestions?

Thanks

Steve

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Hi Steve,

You need do some other settings to rate or comment for knowledge articles in portal:

Page comments provides users with the ability to view and post comments on a web page. By default this feature is disabled and can be enabled on a page by page basis.

You can select ‘open’ to comment policy in the web page, which submissions from all users, anonymous and authenticated, are allowed and displayed immediately.

Steps:

1.Go portal Management > Web Pages to find Knowledge Base – Article Details web page.

2.In ‘Information’ form, click link to another form under ‘Localized Content’ section.

3.Navigate to ‘Content Page’, enable rating and select ‘open’ for comment policy in 'Page Options' section.

Test Result:
Steve Pillar 156 on at

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Thanks so much Leah,

Your instructions were spot on!

Steve
Steve Pillar 156 on at

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Hi Leah,

Can I respond with another question please?

I can view the Knowledge article in the Customer Service Hub, and see feedback and comments under the Analytics tab,

But the feedback and comments are listed separately:

Is there any way to ensure that where feedback rating and comments have been submitted together, they are shown on the same record?

Thanks again

Steve
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Hi Steve,

Unfortunately, you can't achieve it.
Steve Pillar 156 on at

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Thanks Leah
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Hello Leah

Understand this article topic is a little old now, I wondered if you can help me with a related item. On an Article, where Comments are activated, the Comments part of the form has a requirement for an email address. This email address is marked as compulsory. Is there a way to make this optional, or even remove the email address requirement altogether?

Hope you can help.

best regards

Chris