Get Started with Knowledge Feedback
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the purpose of Knowledge Feedback.
- Identify the benefits of using Knowledge Feedback for businesses.
- Describe how Knowledge Feedback enhances user experience.
Get Familiar with Knowledge Feedback
Every great customer service experience begins with helpful, accessible information. Knowledge articles empower customers to find answers and solve problems on their own. From a customer’s perspective, they can make your customer service feel efficient, because it saves time and provides answers quickly, reducing the need to contact support.
But not every knowledge article hits the mark.
That’s where Knowledge Feedback comes in. It allows internal users and customers to rate and comment on your company’s help articles, giving you direct insight into what works and what doesn’t. With this built-in feedback system, you can see whether an article was helpful, spot what’s missing, and make improvements that elevate your entire knowledge base.
Learn Why Feedback Matters
Meet Carlos, the support team lead at Ursa Major Solar. While reviewing the company’s knowledge base, he notices that some of the articles seem outdated and might be confusing for customers. He wants to make sure the information is always accurate and helpful so customers can easily solve issues on their own. But tracking feedback manually in spreadsheets makes it difficult to stay on top of everything.
Around the same time, Sarah, a new Ursa Major customer, sets up her recently purchased solar panels and opens her monitoring app. When she looks for help, she finds a knowledge article called, “How to Connect Your Solar System to Wi-Fi.” But as she follows the steps, she realizes something isn’t right. The instructions don’t match what she sees on her screen. Instead of feeling confident, she ends up frustrated.
Now imagine that same situation with Knowledge Feedback turned on.
When Carlos and Sarah reach the end of the article, they both see an option to share feedback. They select “This article wasn’t helpful.” Carlos leaves a note explaining that the steps look outdated, and Sarah adds, “The instructions don’t match what I see on my Android device.” Their feedback gets assigned to the content team responsible for the article. The team reviews their comments, sees similar input from other users, and updates the article to include accurate instructions for both Android and iOS devices. In no time, the revised article is live. The next customer who searches for Wi-Fi setup now finds clear, up-to-date information that works.
And just like that, updating one article based on helpful feedback, makes the experience better for everyone.
How Knowledge Feedback Helps Your Business
With Knowledge Feedback, you enable your internal users and customers to share feedback on help articles of your knowledge base. This gives you a richer, more dynamic understanding of how your content is performing. You can also create personalized feedback forms for your articles, complete with specific questions and response options to gather the most relevant insights.
Once responses are submitted, Knowledge Feedback makes it simple to assign them to the right people. Instead of manually tracking or forwarding user comments, you route each piece of feedback based on its type or topic. That way, you save time and ensure that no valuable insight slips through the cracks. Each response becomes part of a structured workflow, moving from submitted to assigned, to in progress, and resolved. But once feedback is routed and assigned, how do you make sure it’s being handled effectively? That’s where tracking comes in.
Track Feedback Handling
Assignments help feedback reach the right people, but tracking ensures that progress doesn’t stop there. With Knowledge Feedback, you monitor how responses move through your system, from submission to resolution You see how quickly feedback is assigned, track resolution times, and measure how effectively teams respond.
When you bring this data into reports and dashboards, you gain a clear, actionable view of how your knowledge base is performing and how helpful it is to your customers. In short, routing feedback gets it into the right hands, but tracking ensures it gets the right attention. Together, they close the loop between customer input and continuous improvement.
Now that you know why Knowledge Feedback matters, the next step is learning how to set it up and manage it in Service Cloud. With the right setup, your knowledge base keeps growing stronger and remains a reliable resource for your users.