Product Update

Easily Find Feedback on Knowledge Articles

Patrick Bakker
2024-10-07
1 Min Read

When an end user in Xurrent Self Service reads a knowledge article and gives feedback after pressing the thumbs down button, or when a specialist gives feedback on a knowledge article from the Specialist Interface, a request is registered to improve that knowledge article.

Helpful-KA

The first note of that request contains a link to the knowledge article. Reversely, it was not supereasy to find all feedback that was given on a specific knowledge article. So we have improved that. First, a new section β€˜Feedback Requests’ is added at the bottom. Each feedback request related to the knowledge article is listed here.

Feedback-requests

When pressing the Show Underlying Data button, a view is presented with all the details of these feedback requests. Similar views can also be obtained by drilling down on the underlying data of the new β€˜Feedback Requests by Knowledge Article’ report. This bar chart report shows by default all not-completed feedback requests in the previous 12 months plus current month in the account, grouped by knowledge article.

Feedback-requests-report

The reports β€˜Negative Feedback on Knowledge Articles’ and β€˜Positive Feedback on Knowledge Articles’ have been renamed to β€˜Knowledge Articles With Negative Feedback’ and β€˜Knowledge Articles With Negative Feedback’ respectively.