Article feedback

Plans supporting feedback management

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

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, such as filtering, assigning feedback, setting feedback status, and exporting feedback data for further analysis.

Accessing the Article feedback manager

To access the Article feedback manager in Document360,

1. Navigate to Feedback manager () in the left navigation bar on the Knowledge base portal.

2. Click Articles.

Feedback tab

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

Submitting feedback in the Knowledge base site

At the end of each article, readers can provide feedback on the article:

• Yes: Selecting Yes counts as a Like for the article. They can optionally add a comment.

• No: Selecting No counts as a Dislike for the article. They can choose a reason (like Need more information, Inaccurate or irrelevant content, Difficult to understand, Missing/broken link, or Others) and provide additional comments.

They can also opt in for updates by selecting the Notify me about updates checkbox. Once done, click Submit.
For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged in users with their email addresses.

Accessing feedback in the Knowledge base portal

The Feedback tab shows:

1. Select feedback: Click the checkbox of a feedback to access bulk action options. Use the Select all checkbox to select the entire list of feedback.

2. () Assign to: Click to set an assignee and the status of the feedback.

   () Change status: Click to change the status of the feedback.

3. Search feedback: Use the search field to search for a feedback .

   Export CSV (): Click to export and download the feedback data for external analysis and purposes from the last 90 days.

   Filter: Click to filter feedback by:

   1. Application (Both, Knowledge base, Knowledgebase assistant)

   2. Assigned to - filter by a contributor name

   3. Feedback type (Select all, Dislike, Like)

   4. Status (Select all, Open, Planned, In Progress, Complete, Closed)

   5. Date range (All, 7 days, 30 days, 3 months, 1 year, Custom date)

4. Article name & category: Displays the article name that received the feedback and the respective category.

5. Feedback details: Displays the reader’s email ID, feedback type, and the date & time of the feedback.

   Feedback icon: Displays the type of feedback, Like or Dislike .

6. Feedback comment: Displays the comment added along with feedback.

7. Assignee: Select the assignee from the dropdown to assign the feedback to.

   Status: Click to set the status of the individual feedback.

8. Discussion & history: This section displays the internal discussions and history log of the feedback.

   1. Add comments and replies in the text field that can be viewed by the internal team accounts.

   2. Turn on the Notify to end-user/reader toggle if you wish to notify the reader or if they have requested a response for their feedback.

   3. Once done, click Send.

Addressing article feedback

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

1. Choose the feedback to be addressed from the list in the Feedback tab.

2. Read through the reader’s comments to understand their input and review the feedback.

3. The article that received the feedback is displayed at the top for reference.

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

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

6. 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 to end user/reader toggle after adding your response in the Discussions & history section to notify the end user the status and the response of the feedback. When you post a response with this toggle turned on, 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.

Unanswered queries tab

The Unanswered queries 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. The system compiles all feedback under the Unanswered queries tab.

TIP

Regularly review feedback from the Unanswered queries tab to uncover missing keywords or topics.

Submitting feedback in the knowledge base site

When a reader performs a search that yields no results, they can submit feedback about their query:

• Readers can explain what they are looking for.

• They can also opt in for updates by selecting the Notify me about updates checkbox and clicking Submit.
  For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged in users with their email addresses.

Accessing feedback in the Knowledge base portal

The Unanswered queries tab shows:

1. Select feedback: Click the checkbox of a feedback to access bulk action options. Use the Select all checkbox to select the entire list of feedback.

2. () Assign to: Click to set an assignee and the status of the feedback.

   () Change status: Click to change the status of the feedback.

3. Search feedback: Use the search field to search for a feedback .

   Export CSV (): Click to export and download the feedback data for external analysis and purposes from the last 90 days.

   Filter: Click to filter feedback by:

   1. Application (Both, Knowledge base, Knowledgebase assistant)

   2. Assigned to - filter by a contributor name

   3. Feedback type (Select all, Dislike, Like)

   4. Status (Select all, Open, Planned, In Progress, Complete, Closed)

   5. Date range (All, 7 days, 30 days, 3 months, 1 year, Custom date)

4. Search query: Displays the search query that received the feedback.

5. Feedback details: Displays the reader’s email ID, feedback type, and the date & time of the feedback.

6. Feedback comment: Displays the comment added along with feedback.

7. Assignee: Select the assignee from the dropdown to assign the feedback to.

   Status: Click to set the status of the individual feedback.

8. Discussion & history: This section displays the internal discussions and history log of the feedback.

   1. Add comments and replies in the text field that can be viewed by the internal team accounts.

   2. Once done, click Send.

Addressing unanswered queries feedback

To respond to feedback in the Unanswered queries tab, follow the below steps:

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

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

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

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

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

6. Use the status options (Open, Planned, In Progress, Complete, and Closed) to track the feedback’s progress.

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

Managing feedback

To assign the feedback to any team account or to set the status of a feedback received in the Feedback tab or in the Unanswered queries tab,

1. Select the checkbox next to the feedback you wish to update the assignee and status for. Only feedback with Open status can be selected for these actions.

2. Click () Assign feedback or () Change status available above the list of feedback.

   A Manage feedback pop-up will appear.

3. To assign the feedback to a team account, click the Assign dropdown and click the desired team account. Use the search field to search for the team account.

4. To set the status of the feedback, click the Select status dropdown and click the desired status (Open, Planned, In progress, Complete, Closed).

5. Once done, click Save.