Responding to Knowledge Base Feedback

The Knowledge Base app’s Suggestions tab shows user feedback on articles and lets you mark progress on addressing the feedback. To navigate to this app, open the Menu () then go to Site Administration (the menu for your Site) → Content & Data → Knowledge Base.

Note: To access Knowledge Base in Site Administration, a Role must have the permission Knowledge Base → Access in Site Administration. To add or act on articles, folders, or suggestions, the Site administrator must grant the appropriate permissions using the Permissions window in Knowledge Base.

Figure 1: The Suggestions tab in Knowledge Base displays each piece of feedback that users leave on Knowledge Base articles.

Each suggestion provides the link to the associated article, the user’s feedback, the user’s name, the feedback’s time stamp, and the status on addressing the suggestion. You can use each entry’s Actions menu () to move the entry between the New, In Progress, and Resolved states.

Note: To view article suggestions, your Role must have the permission Knowledge Base → Knowledge Base: View Suggestions.

To move suggestions between the New, In Progress, and Resolved states, your Role must have the permission Knowledge Base → Knowledge Base Article: Update. Roles assigned this permission can also view and update the state of article suggestions from any of the other Knowledge Base widgets.

When you move the suggestion to a different state, an email is sent notifying the user of the change. You can view and configure the automated emails from the Knowledge Base app’s Options () → Configuration menu.

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