Phased rollout

   

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

Providing feedback for improving the quality of knowledge articles

Knowledge articles provide reference information that agents can use while working on cases. The information in the article must be accurate and useful for the agents. While referring to an article, an agent can provide feedback on the article to highlight an improvement or issue, or to indicate if the agent finds the article helpful. With the help of this feedback, as an article assignee, you can identify the areas of the article that need improvement, and update the article accordingly.

Important

If you are using BMC Helix Knowledge Management by ComAround, to learn how to provide feedback for an article, login to BMC Helix Knowledge Management by ComAround and refer to the help articles. Learn how to access BMC Helix Knowledge Management by ComAround help articles in Accessing product documentation provided by help articles Open link .


The following figure illustrates how you can improve the quality of a knowledge article based on the feedback received:

Important

In BMC Helix Business Workflows, a case agent who creates a knowledge article is also called as the article assignee.

These actions help you to maintain the accuracy of articles and improve their quality.

To provide feedback for an article

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Cases.
  3. From the Line of Business list, select the line of business for which you want to provide article feedback.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open a case from the Cases workspace, click the required case ID.
  5. On the Resources tab, click the required knowledge article to open it. 
  6. To view the knowledge article in detail, click View full article.

  7. On this knowledge article, you can provide feedback using the icons and flag the article for an issue.

    Important

    You can provide feedback and flag the article on the suggested articles displayed in the Knowledge Metadata section.

To view and respond to knowledge article feedback

  1. Log in to BMC Helix Business Workflows.
  2. Select Workspace > Knowledge.
  3. From the Line of Business list, select the line of business for which you want to view or respond to article feedback.
    If you have access to a single line of business, the line of business is selected by default.
  4. To open an article from the Knowledge workspace, click the required article ID.

  5. On this knowledge article, as an article assignee, you can perform the following actions to address the received feedback:

    • Edit the article
    • View the article statistics
    • Unflag the article
    • Edit the article metadata
  6. Click Save.

Feedback counter for knowledge articles

The knowledge article feedback counter shows the number of times the knowledge article has been viewed and the percentage of users that found it useful. When an article is viewed, the Modified Date and Modified By fields are not updated.

The following table lists the actions that affect the increase or decrease in the feedback counter:

Feedback counterIncreases whenDecreases when

View counter

  • A user previews or views a knowledge article in BMC Helix Digital Workplace Advanced.
  • A user shares the URL of a searched knowledge article.
  • A user searches and views a knowledge article from Case Edit, Quick Case, Global search, or Live Chat.
  • A user opens a knowledge article from the URL of a notification.

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Helpful/Not Helpful counter

Helpful percentage counter


A user clicks Yes for Was this knowledge helpful in BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced, the Helpful percentage increases.

A user clicks No for Was this knowledge helpful in BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced, the Helpful percentage decreases.

Link counter

A user associates a knowledge article from Quick Case or Case Edit.

A user dissociates a knowledge article from Quick Case or Case Edit.

The feedback counter is calculated for every version of the knowledge article. A case business analyst can choose to carry forward the counter for all versions of the knowledge article so that the number shows the total for all versions, or reset it for every version so that the numbers for only that version are displayed. Learn more about how the counter is reset in Resetting the feedback counter for knowledge articles.

Related topics

Associating cases, knowledge articles, related users, and related assets to cases

Responsibilities and permissions of a Case Agent

Tracking activity updates in cases and tasks for your line of business

 Feedback counter in knowledge articles

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