Providing feedback for improving the quality of knowledge articles

Knowledge articles provide reference information that service desk or case agents can use while working on incidents or cases. The information in the article must be accurate and useful for these 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.

To provide feedback for an article

1. To revise a knowledge article, perform the following steps:

2. Log in to BMC Helix ITSM or BMC Helix Business Workflows. 

3. Navigate to (BMC Helix ITSM) Console > Ticket Console or (BMC Helix Business Workflows) Workspace > Cases.

   By default, the Line of Business is selected for which you want to provide article feedback.

4. To open a case or incident, click the required 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. Provide feedback on this knowledge article by using the icons and flag the article for an issue.

   Warning

   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 ITSM or BMC Helix Business Workflows. 

2. Navigate to (BMC Helix ITSM) Console > Knowledge Console or (BMC Helix Business Workflows) Workspace > Knowledge.

   By default, the Line of Business is selected for which you want to view or respond to article feedback.

3. To open an article, click the required article ID.
4. As an article assignee, perform the following actions on this knowledge article to address the received feedback:
   • Edit the article
   • View the article statistics
   • Unflag the article
   • Edit the article metadata
5. 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 who 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 counter	Increases when	Decreases when
View counter	A user previews or views a knowledge article in BMC Helix Digital Workplace Advanced.   A user shares the URL of a knowledge article they found. A user searches and views a knowledge article from Incident Edit, Case Edit, Global search, or Live Chat. A user opens a knowledge article from the URL of a notification.	-
Helpful/Not Helpful counter Helpful percentage counter	A user clicks Yes for Was this knowledge helpful	A user clicks No for Was this knowledge helpful
Link counter	A user associates a knowledge article from Incident Edit or Case Edit.	A user dissociates a knowledge article from Incident Edit or Case Edit.

The feedback counter is calculated for every version of the knowledge article. A 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.

Related topics

Creating and publishing knowledge articles

Changing knowledge article statuses