Feedback

You can view and analyze customer feedback on articles to understand how to improve your knowledge base. Customers can add feedback when they rate the article. Using this report helps you perform tasks that:

• Determine an overall rating for an article.

• Analyze the feedback for articles, by product or category.

• Understand which authors and authoring groups generate the most positive or negative feedback.

• Understand which areas in the knowledge base need improvement.

Feedback Report Columns

Column	Description
Created	The date and time that a user created the feedback.
Document Ref	The document reference number, or document ID, of the article.
Rating	The rating number that a customer gave the article.
Feedback	The feedback that a customer gave the article.
Author	The author of the article. Select the author in the Filters window. Note: This is a roll-up field so it appears as a row. You can view the feedback for several authors at the same time.