Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Resetting the feedback counter for knowledge articles

As a case business analyst, you can reset the feedback counter to calculate the number of likes and helpful feedback separately for each version of a knowledge article. By default, the RESET_FEEDBACK_COUNTER option is disabled so that feedback is calculated cumulatively for all versions of a knowledge article.

To reset the feedback counter

  1. Log in to BMC Helix Business Workflows as a case business analyst.
  2. Select Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click RESET_FEEDBACK_COUNTER.
  4. To reset the feedback counter to show feedback separately for every version of a knowledge article, select .
  5. Click Save.

Related topics

Providing feedback for improving the quality of knowledge articles

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