The Article feedback manager in Document360 is a tool that helps you track, evaluate, and respond to reader feedback on articles and categories in your knowledge base. It gives your team a single place to view, assign, and act on reader input, making it easier to maintain accurate and relevant content.
The Article feedback manager has two tabs:
- Feedback: Collects feedback specific to articles or categories in your knowledge base.
- Unanswered queries: Captures feedback when readers find no results for their search queries.
Both tabs share similar features, including filtering, assigning feedback, setting feedback status, and exporting feedback data for further analysis.
When to use article feedback
Use the Article feedback manager when you need to:
- Monitor reader satisfaction on specific articles or categories.
- Identify content that is unclear, inaccurate, or missing key information.
- Assign feedback items to the right team members for follow-up.
- Track the resolution progress of reader concerns over time.
- Export feedback data for offline review or reporting.
Before you begin
Ensure that the feedback feature is enabled for your knowledge base site. Readers cannot submit feedback unless the feature is turned on in your project settings.
Access the article feedback manager
- Navigate to Feedback manager () in the left navigation bar on the Knowledge base portal.
- Click Articles.
The Article feedback manager opens and displays the Feedback tab by default.
Best practices
- Review the Feedback tab regularly, at least weekly, to stay on top of actionable items for high-traffic articles.
- Enable notification mapping so the right team members are alerted when new feedback is submitted.
- Use the filter options to focus on Dislike feedback first, as these typically indicate content that needs improvement.
- Keep the Discussions & history field updated with notes on actions taken, so all team members have context.
- Export feedback data periodically to maintain records beyond the 90-day in-app window.
FAQ
What is the Article feedback manager in Document360?
The Article feedback manager is a tool in the Knowledge base portal that lets your team view, assign, track, and respond to reader feedback on articles and categories. It has two tabs: Feedback (for article-level likes, dislikes, and comments) and Unanswered queries (for search queries that returned no results).
Can I export the data from the Feedback manager?
Yes. You can export feedback data from the Feedback manager for a maximum of 90 days at a time using the Export CSV () option.
Why did I receive an email notification but cannot find the feedback in the Feedback manager?
If a reader withdraws their feedback (for example, by undoing a Like or Dislike) before you take any action on it, the feedback is automatically removed from the Feedback manager. Email notifications are sent when feedback is first submitted, but the feedback may not remain available if the reader later withdraws it.
Is it possible to localize or customize the text in the feedback form for articles in the knowledge base site?
Yes. You can localize or customize the text displayed in the feedback form using the Localization variables feature. To update this text:
- Navigate to Settings () in the left navigation bar in the Knowledge base portal.
- In the left navigation pane, navigate to Knowledge base portal > Workspace & localization.
- In the Localization variables tab, expand the Feedback accordion. You can update elements such as Please enter a valid email, Notify me about updates, and Submit.
By default, the system localizes variables to the respective language.
- Click Save.