Article feedback is submitted through the Client Portal Knowledge Base. It can be reviewed and managed from the Knowledge Base, and reports can be created in Work Management (TDNext). View the sections below for details on access to each feature.
Keeping content up to date requires regular care. To assist with this, clients can offer suggestions on how to improve articles or comment on which parts of the document are helpful. It is the article's owner's responsibility to ensure that feedback is addressed.
In this article, we'll cover how to:
Who can use this feature?
- Available in the Client Portal Knowledge Base
- License Requirement: Client or higher (any license type)
- Application Access: User must have access to the Client Portal Application
- Application-level Security Role: User's security role in Client Portal Application must include:
- To read articles and provide feedback (basic access): View Knowledge Base
- To view article details, history, and feedback entries: Access Knowledge Base Details and Feed
Client Portal users can leave feedback on articles to help knowledge managers identify content gaps or determine when the information is helpful. Users can see a list of all the feedback they've left on articles and see whether it has been resolved.
To leave feedback:
- In the Knowledge Base, scroll to the bottom of an article.
- In the Was this helpful? footer, select Yes or No.
- Enter a Comment to share your thoughts with the knowledge manager. This is especially useful when an article doesn't provide what you need, so that it can be improved.
- When you click Submit, your opinion will automatically be included in the “% helpful” score, and the article owner will be notified.
To keep track of your feedback:
- In the Knowledge Base, click the Feedback link in the subnav.
- In the search parameters, clear the Owner field and enter your name in the Left By field.
- Set the parameters to view items that were helpful or not, with feedback that is or is not addressed.
- Click Search.
Who can use this feature?
- License Requirement: Enterprise, Technician, or Student Technician
- Application Access:
- To manage feedback in the portal, the user must have access to the Client Portal Application
- Application-level Security Role:
- User's Client Portal Application security role must include:
- View Knowledge Base
- For marking feedback as addressed/unaddressed: Address Feedback
- For deleting inappropriate or outdated feedback: Delete Article Feedback
- To view article details, history, and feedback entries: Access Knowledge Base Details and Feed
- To create tickets from article feedback, the user will also need access to a Ticketing Application (where the ticket will be created)
When a user submits feedback on an article, the owner will automatically receive an email if the "Notify Owner on Feedback" option is enabled in the article settings.
To review the feedback from the notification email, click the Open in TDClient link to view the article.
In the Knowledge Base, the Feedback link lets you quickly review feedback on articles you own that have not been addressed.
- In the Knowledge Base, click the Feedback link in the subnav.
- Review the articles you own with feedback that is Not Addressed.
- Adjust the filters and click Search to broaden the scope for feedback.
- Click on an article title to review the feedback.
- Take steps to address the feedback, whether by updating the article content, creating a ticket, or taking some other action.
- Once complete, click Mark Addressed by the relevant feedback entry.
Who can use this feature?
- Available in the Analysis application (for creating custom reports)
- License Requirement: Enterprise license only
- Application Access: User must have access to:
- Work Management (TDNext)
- Analysis application
- Client Portal applications containing the Knowledge Base to report on
- Application-level Security Role: User's security role in Analysis must include basic report creation permissions (comes with Analysis access)
- Global Security Role: None required beyond what's provided by the Enterprise license
- In the Client Portal, click your name in the top right and navigate to TDNext > View Applications > Analysis.
- At the top of the Analysis dashboard, click Reports and select New Report.
- Select Knowledge Base Feedback Report.
- Set up your report parameters.
- Click Save and Run to see your results.