SmarterTrack 9.x Help
This documentation is for a product that is no longer supported by SmarterTools.

Moderating Knowledge Base Ratings

Knowledge base article ratings can be a useful tool for companies that want to promote community on their portal and gather feedback on the usefulness of an article. Articls with higher ratings can be used to further educate customers and end users while articles with lower ratings can be reviewed and revised in order to make them more helpful.

Although rare, there is the possibility that a customer or competing company could try to manipulate the ratings of an article. To prevent this from happening, only logged in users can rate an article. In addition, moderators can exclude a certain user from being included in ratings calculations. Note: Excluded users do not know their ratings are not calculated, as SmarterTrack still allows them to submit ratings on articles.

To view a list of excluded users, click the knowledge base icon, expand Moderation in the navigation pane and click Rating Moderation. Then click on the Excluded tab in the content pane and a list of excluded users will display and the following options will be available:

  • Actions - Click this button and select the appropriate option to select all users or include users in ratings.
    • Select All - Selects all of the users in the content pane.
    • Include - Marks the selected user(s) as included for ratings calculations.
    • Exclude - Removes the ability of the user(s) to rate articles.

Similarly, moderators can view a list of the users whose ratings are included in average calculations by clicking the knowledge base icon, expanding Moderation in the navigation pane and clicking the Included tab.

For step-by-step instructions on how to include or exclude a user's ratings, please refer to the KB article How To - Moderate Knowledge Base Article Ratings.