The "Article feedback" in the Feedback manager helps you effectively address your readers' feedback.

In general, feedback management involves the following five generic steps:

1. Receiving feedback
2. Assessing feedback
3. Assigning feedback
4. Addressing feedback
5. Notify the feedback provider
6. Bulk actions

1. Receiving feedback

Once a reader provides an article feedback in your Knowledge base site or Knowledge base widget, the feedback appears in the Feedback manager section.

How do readers provide feedback for an article?

When the feedback feature is activated, readers can provide input on articles and category pages. You'll find the feedback form located at the bottom of these pages.

• Positive response

Was this article helpful? Yes (or) No

When a reader clicks the "Yes" (Like) button, a Comment section appears with the option to provide a comment and Email (Optional). If a response is required for the provided feedback, the reader must select the Notify me about change checkbox, provide a valid email, and click Send.

• Negative response

Was this article helpful? Yes (or) No

When a reader clicks the Dislike button, a set of common feedback reasons appear:
* Need more information
* Difficult to understand
* Inaccurate or irrelevant content
* Missing/broken link
* Others

• Readers can select one or more reasons and enter a comment (optional).
• If the desired reason is unavailable in the list, readers can choose Others and provide feedback in the Comment field (turns to a mandatory field).
• If a response is required for the provided feedback, the reader must select the Notify me about change checkbox, provide a valid email, and click Send.

2. Assessing feedback

Once a reader provides feedback, the comment is compiled in the "Article feedback" section in the Feedback manager. Team accounts with access to the "Feedback manager" can access and assess the feedback.

How do you access the reader feedback?

1. Go to Content tools → Documentation → Feedback manager -> Article feedback
2. You can find the list of reader feedback
3. Use the available filter options at the top to narrow down the list
4. Click on the desired feedback in the list, and a detailed view of the feedback appears

3. Assigning feedback

Once you find that an update is required in documentation, you can assign it to the respective team account. You can also self-assign the feedback. The assigned team account would access the feedback and improve the document accordingly.

How to assign the feedback?

1. Go to Content tools → Documentation → Feedback manager -> Article feedback
2. You can find the list of reader feedback
3. Use the available filter options at the top to narrow down the list
4. Click on the desired feedback in the list, and a detailed view of the feedback appears
5. The Assignee dropdown and select the team account you want to assign the feedback
6. The team account will get an email notification for the assigned feedback
7. Click the Status dropdown and select the status as Planned or In progress as per your requirement

4. Addressing feedback

Once a team account is assigned feedback, they access it and update the article accordingly.

1. Go to Content tools → Documentation → Feedback manager -> Article feedback
2. You can find the list of reader feedback
3. Use the Assigned to filter option to view the list of feedback assigned to the team account
4. Click on the desired feedback in the list, and a detailed view of the feedback appears
5. Click the Open in editor icon next to the article name, and the article editor appears in the new tab
6. Update the article content
7. Once done, navigate back to Feedback manager and change the status to Complete

5. Notify the feedback provider

From the Knowledge base portal, once the article content is updated, you can inform the feedback provider about the content update through email.

1. Go to Content tools → Documentation → Feedback manager -> Article feedback
2. You can find the list of reader feedback
3. Use the available filter options at the top to narrow down the list
4. Click on the desired feedback in the list, and a detailed view of the feedback appears
5. Type in the response you want to convey to the feedback provider under the "Discussions & History" field
6. Switch on the "Notify to end-user/reader" toggle
7. Click the Reply and close button
8. The feedback provider receives the update in an email

6. Bulk actions

You can perform the following bulk actions for the "Article feedback."

1. Navigate to Content tools → Documentation → Feedback manager → Article feedback
2. You can find the feedback list on the left frame
3. Click and select the feedback tiles from the list (Check box)
4. The number of feedback selected appears at the top
5. Two other options appear (Only after at least one feedback is selected)
   • Assign feedback - Bulk assign feedback to any one team account
   • Change status - Change the status of the feedback
6. The "Manage feedback" popup appears with the "Assign feedback" and "Change status" options
7. Click on "Save" once the desired bulk action is selected