Feedback manager

The Feedback manager is a content tool in Document360 designed to help you track, evaluate, and respond to feedback from readers on your knowledge base. It is a powerful tool for addressing user concerns and identifying areas where your content may need improvement.

Feedback manager overview

Accessing the Feedback manager

To access the Feedback manager in Document360,

1. Navigate to Documentation () > Content tools > Documentation > Feedback manager in the Knowledge base portal.

Features of the Feedback manager

The Feedback manager includes two tabs, each serving a specific purpose in managing reader feedback. Both tabs share similar features, such as filtering, assigning feedback, setting feedback status, and exporting feedback data for further analysis.

Article feedback tab

The Article Feedback tab compiles feedback directly related to individual articles or categories within your knowledge base. This includes reader comments, positive or negative ratings, and any specific concerns raised about the content.

Readers indicate whether an article was helpful by selecting the Yes or No options at the end of each article. If they select Yes, they can add an optional comment. If they select No, they can choose from options like “Need more information” or “Difficult to understand” and may add additional feedback. All responses appear in the Article feedback tab.

No search results feedback tab

The No search results feedback tab captures feedback from readers who did not find results for their search queries. This feedback is useful for uncovering gaps in content or identifying keywords to improve search relevance.

When a reader does not find any results for a particular search query or keyword, they can share their feedback. All feedback is compiled in the No search results feedback tab.

Managing feedback in the Article feedback tab

The feedback in the Article feedback tab are user feedback related to articles in your knowledge base. You can use this tab to understand the satisfaction of readers with your articles and find opportunities for improvement.

Reader actions

At the end of each article, readers can show if the article was helpful or not by,

• Selecting Yes: Readers can optionally add a comment about why they found the article helpful.

• Selecting No: Readers can choose from reasons (like "Need more information" or "Difficult to understand") and add more comments if needed. If the reader wishes to be informed if you reply to their feedback, they can select the Notify me about updates checkbox.

Responding to article feedback

To respond to feedback in the Article feedback tab, follow these steps:

1. Select feedback: Choose an item from the list in the Article feedback tab.

2. Review the feedback: Read through the reader’s comments to understand their input.

3. Open the associated article: The article linked to the feedback is displayed in the top right corner. Click the icon to open the article in the editor in a new tab.

4. Assign the feedback: If necessary, assign the feedback to a team member by selecting their name from the Assignee dropdown.

5. Discussions & history: Update the feedback with any comments/responses related to the feedback in the Discussions & history field.

6. Update the Feedback Status: Select a status from the Status dropdown to indicate the feedback’s progress. The available statuses are:

   1. Open: Feedback is assigned the Open status by default, indicating it is yet to be addressed.

   2. Planned: The Planned status shows that the feedback has been reviewed and scheduled for future action.

   3. In progress: Set to In progress when a team member actively works on the feedback.

   4. Complete: When the feedback has been addressed, assign it the Complete status. You can still add comments to feedback marked as Complete if needed.

   5. Closed: The Closed status indicates that the feedback is no longer active, and no further actions can be performed.

NOTE

If the reader has requested a response for their feedback, enable the Notify end user/reader toggle after adding your response in the Discussions & history field. When you post a response with this toggle enabled, the feedback status will automatically change to Closed.

By addressing feedback in this tab, you can enhance the quality and relevance of your articles, ensuring a better experience for your readers.

Managing feedback in the No search results feedback tab

The No search results feedback tab collects feedback from readers who couldn’t find results for their search queries. You can use this feedback to identify content gaps in your knowledge base or adjust keywords to improve search results.

Reader actions

If a search yields no results, readers can submit feedback to let you know what information they seek. If the reader wishes to be informed if you reply to their feedback, they can select the Notify me about updates checkbox.

Responding to No search results feedback

To respond to feedback in the no search results feedback tab, follow these steps:

1. Review the search query: Check the search query provided by the user. This information helps you understand what the reader was looking for but couldn’t find.

2. Understand the feedback: Read any additional comments from the user to gain more context about their needs.

3. Assign the feedback: Use the Assignee dropdown to assign the feedback to a relevant team member.

4. Take action: Decide the necessary steps to address the feedback, such as creating new content, updating existing articles, or adding relevant keywords to improve search results.

5. Discussions & history: Update the feedback with any comments/responses related to the feedback in the Discussions & history field.

6. Update the status: Use the same status options as in the Article feedback tab (Open, Planned, In Progress, Complete, and Closed) to track the feedback’s progress.

NOTE

If the reader has requested a response for their feedback, enable the Notify end user/reader toggle after adding your response in the Discussions & history field. When you post a response with this toggle enabled, the feedback status will automatically change to Closed.

By addressing feedback in this tab, you can close content gaps and improve the search experience for your readers.

Additional features

Both feedback tabs include tools to make feedback management easier:

• Filters: Filter feedback by status, date, assignee, or other options to quickly find what you need.

• Bulk actions: Apply actions to multiple feedback entries simultaneously, like assigning feedback or updating statuses.

• Export to CSV: By default, feedback data from the past 90 days will be exported for analysis or record-keeping.