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Topic

    Deepak Bansal
    How to get feedback/survey from the end users for a specific...Answered
    Topic posted September 7, 2018 by Deepak BansalRegular 
    73 Views, 3 Comments
    Title:
    How to get feedback/survey from the end users for a specific document
    Content:

    Suppose there are multiple documents in knowledge base and when an end user explores the specific document then I want the user to provide the feedback for that specific document and that data must get store in our backend system.

    Is this functionality supported by the OSvC?

    Best Answer

    Carl Elliott

    There are a few options,  I would suggest putting the documents in individual answers and then using the feedback feature for the answers. You could have them provide feedback for each view and that would create an incident.  You could also use a survey but would have to determine when to send it.  

    Answer

     

    • Carl Elliott

      There are a few options,  I would suggest putting the documents in individual answers and then using the feedback feature for the answers. You could have them provide feedback for each view and that would create an incident.  You could also use a survey but would have to determine when to send it.  

    • Deepak Bansal

      I have added the option. Please see the attachment. But how can I see the report of feedback by users either in database or in Agent Desktop?

      Please guide me.

    • Carl Elliott

      If you added the feedback option, Report ID 206, Site Effectiveness will give you the scores for how the answer is rated. There are a few other reports in the same folder that may be helpful.   

      If you want the text feedback those will be in incidents, with a source of Feedback on Answers, you can run the Today's Incident report and select that source to see those or any other incident reports with that specific source.