Rating and Comments

Rating and Comments option allows your users to review and rate the solutions. The users can provide either positive or negative rating and they can also share their suggestions through comments option. The rating and suggestions received from the users will greatly help to improve the knowledge base management.

 

Once enabling the rating and comments option under Admin --> Solution Settings, the contacts will be able to rate and comment on the solution from their login. This option will be available by default for the Support Reps. The rating and comments section will be displayed under Solution Details page as shown below:

 

The solution can be rated by answering a simple question, with two possible answers: (Yes, Helpful) or (No, Not Helpful) . The user (Support Rep and Contact) has to login to the application to rate a solution. The rating option works only once, so the user cannot click it again to rate the solution. The number of ratings provided by the users will be displayed in the Solutions list page.

 

Any feedback or suggestions on the Solution can be added by both the Support Reps and Contacts under the Comments tab. The comments displayed in the comments tab are in the descending order with the latest performed action shown at the top and the earliest action at the bottom of the page. The order of comment display can be set under Solution Settings in the Admin module.

 

 

Rate Solution

 

To rate a solution,

1. Click on the Solutions tab in the header pane to open the Solutions list view page.

2. Click the Subject link of the solution.

3. From the Solutions details page, select the appropriate icon beside the text Was this solution helpful?.

4. If the solution is helpful for you, click on the like icon.

5. Click on the unlike icon if the solution is not helpful.

 

Add Comment

 

To add comment,

1. Click on the Solutions tab in the header pane to open the Solutions list view page.

2. Click the Subject link of the solution to comment on it.

3. From the Solutions details page, click the Add comment button under the Comments tab.

4. Enter your comment in the text field provided.

5. If you would link show this comment for the Contacts, select Public check box.

6. Click Submit.

Approve/Block a Comment

 

The comments added by the Contacts in contact login will be displayed under the Comments tab. The Support Rep with solution approval role can approve or block the comments made by the Contacts.

 

The comments submitted by Contacts can be approved by Support Rep from two places.

1. View Solution Details page

2. Solutions List page

a. View Solution Details page

 

Click the Approve link beside the comment you wish to approve under the Comments tab. If you would like to reject the comment made by the Contact, click the Block link. You can also delete a comment using the Delete link.

 

b. Solutions List page

1. Click on the Solutions tab in the header pane to open the Solutions list view page.

2. Click on Pending Approvals link under Comments filter.

3. If you wish to approve the comment, click on the Approve icon beside the comment.

4. To reject the comment, click on the Block icon beside the comment.

5. You can remove the comment by clicking on the Delete icon .

You can also approve/reject bulk comments from the list view page. To approve/reject bulk comments,

1. From the Comments list view, select the comments to be approved/rejected by enabling the check box.
2. To approve the comment, click on Approve button.
3. If you wish to reject the comment, click on Block button.
4. You can remove comments by clicking on Delete button.

NOTE: The approved comments will be available for the Contacts in their login.