How to use Feedback manager?

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

1. Receiving feedback

Once a reader leaves feedback in your Knowledge base or Knowledge base assistant, the feedback will appear in the feedback manager list.

How do readers provide feedback for an article?

When the feedback form is enabled, readers can leave feedback for the articles/category pages. The feedback form appears at the bottom of the article/category pages.

• Positive response
  When a reader clicks the Like button, a Comment section appears with the option to leave a comment. Then, click Send. 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
  When a reader clicks the Dislike button, a set of below common feedback appears:

  • Need more information
  • Difficult to understand
  • Inaccurate or irrelevant content
  • Missing/broken link
  • Others
    

Readers can select one or more feedbacks. If the desired comment is unavailable in the options, readers can choose Others and provide feedback in the Comment 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 leaves feedback, it is populated in the Feedback manager. Team accounts with access to the feedback manager can access the Feedback manager and assess the feedback.

How to access the reader feedback?

1. Go to Content tools → Documentation → Feedback manager
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

a. In-depth feedback information
Below parameters appears in this section
- Feedback(s) provided by the reader
- Reader email
- Date/time of the feedback
- Reply requirement
- Show history: Expand this section to view the list of actions performed within the feedback

b. Article/Category details
- Article/Category name
- Open in editor
- Article/Category location breadcrumb
- Article/Category contributors

c. Assign to
d. Feedback status
e. Reply and close

Assess whether the feedback is valid or invalid

• If valid, assign the feedback to the respective team account
• If invalid, perform a readthrough of the article. If any fix is required, assign the feedback to the respective team account to rework the article
• Perform a basic grammatical check manually or with a third-party tool to enhance the document quality

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
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 Assign to dropdown is on the right. Click the Assign to dropdown and select the team account you want to assign the feedback
6. The respective 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
8. You can expand the Show history section to view the updates made in the feedback

4. Addressing feedback

Once a team account is assigned feedback, the team account should access the feedback and update the documentation accordingly.

1. Go to Content tools → Documentation → Feedback manager
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
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. You can find the Reply and close section at the bottom
6. Type in the response you want to convey to the feedback provider and click the Reply and close button