As an agent, you will need analytics to help you make decisions on the effectiveness of your content. Here are some features that can help you do this:
Article View Count - This is where you can see number of views received by each article. This metric can help you get an idea of which topics are popular with your audience.
Reader Votes - Readers of your articles see a question at the bottom of the article that asks them if they found the answer in your article helpful or not. Here is what that looks like:
When readers vote with a yes or a no, you receive likes or dislikes. A 'Yes' would be equal to a like vote and a 'No' would be equal to a dislike vote as you see below.
These analytics provided here are available to view at an individual article level as well. You can navigate to this section by clicking on an article > see 'Analytics' on the bottom right pane (see image below).
Clicking on the likes or dislikes will give a list of those who liked or disliked the article. This can help you get a better idea of how effective your content is or if anything needs to be changed. Non-logged in users will show up as 'Anonymous' on the list.
Content Management: Receiving feedback on an Article
3. Once feedback is provided, it would get converted into a ticket that your support team will be able to look into -
The author of the article will automatically be marked as a 'watcher' on this ticket (the author can keep a tab on the ticket, similar to being cc'd on an email). This would provide the author with ideas for improving content.
4. Feedback on the article would be visible under the Feedback section in the specific Article View page -
5. Feedback on all the articles would be visible in the solution's home page -
'Visible to' - Folder View
Sometimes, articles might be written by people who are no longer with your company. In such cases, you can go into each article and change the author by clicking on Edit under Article Properties once you are in the article. (This option will show up only for account administrators).
If you would like your folders to appear in a particular order within your knowledge base, click on the reorder button within the folder view.