Easily Find Feedback on Knowledge Articles
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.

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 βFeedback Requestsβ is added at the bottom. Each feedback request related to the knowledge article is listed here.

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 βFeedback Requests by Knowledge Articleβ 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.

The reports βNegative Feedback on Knowledge Articlesβ and βPositive Feedback on Knowledge Articlesβ have been renamed to βKnowledge Articles With Negative Feedbackβ and βKnowledge Articles With Negative Feedbackβ respectively.