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 ‘Feedback Requests’ 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 ‘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.

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