Moderating Knowledge Base Comments and Feedback
There are two types of feedback a knowledge base article can get: KB comments and "helpfulness" votes.
Knowledge base feedback can be a useful tool for companies that want to promote community on their portal and gather feedback on the content of an article. Article comments can include helpful tips, questions about steps outlined in an article, suggestions for improving articles and more. Helpfulness votes are just that: a simple "thumbs up" or "thumbs down" that let you know whether readers feel that article was helpful or not.
When users mark an article as "unhelpful", or give it a thumbs down, they have the ability to tell why they felt this way. That shows up in an article's details on the "Feedback" tab. Administrators or managers (or anyone with the proper role permissions) can then review that Feedback tab and see those comments. Those that are spammy, or unhelpful, can be deleted. Others may assist in modifying the article in such a way to remove ambiguity, provide more detail, and more.
To eliminate spammy comments left on articles, administrators may choose to moderate a user's comments prior to it being published to the article. When moderation of comments is enabled and a portal visitor leaves a comment on an article, that comment is not immediately visible to the public. Until a moderator approves it, the comment is only visible to the user who created it. If this setting is enabled in a brand's Permissions settings, agents and administrators can review comments left on articles and even reply to the user or delete the comment.
Knowledge base moderation can take place in the management interface or at the portal. To view unapproved comments, go to the Knowledge Base page. Then click on Moderation in the navigation pane. Any article that has a comment requiring moderation will appear in the content pane. Select the article from the list, then click the Moderation tab on the article itself. The comments will display in the preview pane. Clicking on the Actions icon within the feedback itself offers the following options:
- Edit - Modifies the comment.
- Open KB Article - Loads the knowledge base article in a popup window.
- Approve - Approves the selected comment, making it visible to the public.
- Block - Blocks the selected comment. When a comment is blocked, it will not be visible to the public. In addition, the portal visitor will be blacklisted from providing any future comments on articles.
- Delete - Deletes the comment.
- Close - Closes the moderation of the comment without performing any other action on it.
Reviewing Comments Flagged as Abusive
When a portal visitor flags a customer comment as abusive, that comment is no longer visible to the portal visitor. To view abusive comment, go to the knowledge base page, click Moderation in the navigation pane and click on the Abuse tab. A list of comments flagged as abusive will display in the content pane. Just as they do with unapproved comments, moderators have the ability to approve, edit or block customer comments flagged as abusive.
Viewing Blocked Comments
When a moderator blocks a comment, it is no longer visible to anyone in the portal. However, moderators can view any blocked comments by going to the knowledge base page, selecting Moderation in the navigation pane and clicking on the Blocked tab. A list of blocked comments will display in the content pane. Just as they do with unapproved comments, moderators have the ability to approve or edit a comment that is blocked.