Question 24

Explanation

You can submit feedback for knowledge articles in these ways:

• Flag an article as incorrect or inappropriate.

• Provide a rating value for the article.

• Mark an article as helpful or not helpful.

• View comments, add a new comment, or reply to existing comments.

All of the above knowledge feedback options can be disabled at the knowledge base level.

• If ‘Disable Suggesting’ is checked at the Knowledge Base level, the ‘Flag Article’ button does not appear for any articles belonging to that knowledge base.

• If the ‘Disable rating’ is checked at the Knowledge Base level, the star rating option does not appear for any articles belonging to that knowledge base.

• If the ‘Disable Mark as helpful’ is checked at the Knowledge Base level, the ‘Mark as helpful’ option does not appear for any articles belonging to that knowledge base.

• If the ‘Disable commenting’ is checked at the Knowledge Base level, writing comments to an article is disabled for all articles belonging to that knowledge base.

Screenshot: Options to disable the different knowledge feedback options on the knowledge base form

Learn more here!

Learning Domain: Self-Service & Automation - Knowledge Management

First introduced: Tokyo release

Difficulty level: Medium