Addressing Article Feedback

Issue/Question

  • How do I find article feedback I need to address?
  • If non-ITS customers are able to leave article feedback, what is the process to address it with them? 
  • Updating article feedback

Environment

  • TeamDynamix

Cause

Feedback has been left on an article because someone tried to use it and was unsuccessful.

Resolution

Note: Feedback should be addressed on a daily basis

Note: Helpful Feedback should not be marked as addressed

  1. Open TeamDynamix Knowledgebase
  2. Click Feedback (in the light gray bar at the top)
  3. In the Gray box select:
    1. Owner: Enter the name of the article owner
    2.  Not Helpful
    3.  Not Addressed
    4. Click Search
  4. After Feedback has been addressed
    1. Click Feedback 
    2. Click  Mark Addressed

Note:  If you don't know how to address the feedback that has been left, please do one of the following:

  • Forward the feedback  to Knowledge Domain Experts (KDEs) for review based off of the article Category
  • Forward the feedback  to your coach
  • Forward the feedback  to the Knowledge Manager

If non-ITS customers are able to leave article feedback, what is the process to address it with them? 

  1. Verify if the feedback is correct for this article or if there is another article that already resolves the customer's concerns
  2. If the customer asks a question a ticket may need to be created and follow up with the customer may be needed
    1. Create the ticket
    2. Link to the correct article
    3. Assign to the correct team to work with the customer
  3. Follow step 4 above to Mark the feedback as addressed
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