Knowledge Ratings

You can define and create knowledge entry ratings and scores. These scores are displayed on all knowledge entries, and Analysts or Users who read a knowledge entry can assign a score to it.

You can set an option whereby only editors can see a particular rating. The score is attributed to the author/contributor of the entry.

Why Implement and Use Knowledge Ratings?

Knowledge Ratings are crucial for maintaining a high standard of information within your Knowledge Bank. They allow for:

  • Quality Control: By rating knowledge entries, you ensure that only high-quality information is circulated within your organization.

  • Feedback Mechanism: Ratings serve as direct feedback from users, helping authors understand how valuable their contributions are.

How to Use and Leverage the Data

  1. Identify Top Contributors: Use ratings to recognize and reward top-performing authors.

  2. Content Improvement: Analyze low-rated entries to identify areas for improvement.

  3. Training Opportunities: Poorly rated knowledge may indicate a need for additional training or clearer documentation.

Best Practices for Ratings Scales and Configuration

  • Consistency: Ensure that the rating scale is understood by all users to maintain consistency in ratings.

  • Simplicity: A simple scale (e.g., 0-5) is typically easier for users to interact with and interpret.

  • Feedback Loop: Encourage users to provide reasons for their ratings to give clear feedback to authors.

Implementing these practices will help you maximize the effectiveness of Knowledge Ratings in your organization.

Before you start

You must have Knowledge Bank Set Up enabled within your General Access Security Role to work with knowledge ratings.

Setting Up a Knowledge Rating

  2. In the Explorer pane, expand Knowledge Bank.

  3. Select the Knowledge Ratings option to display the Knowledge Ratings window.

  5. Key the name for the new rating in the Rating field.

  6. From the Score field, select a score between 0 and 5 for your new rating.

  7. Select the Editor Only checkbox to make the ratings for the knowledge entries only available to editors.

  8. Repeat for each rating you want to create.

Updating a Knowledge Rating

You can change the score and description of knowledge ratings. Ratings in use will be updated to display the new details.

  2. In the Explorer pane, expand Knowledge Bank.

  3. Select the Knowledge Ratings option to display the Knowledge Ratings window.

  4. Select the rating you want to update.

  5. Make the necessary changes, selecting an alternative score from the drop-down list, overwriting the rating or selecting/deselecting the Editor Only option if you want to restrict the rating to people with editing privileges or make it available to everyone.

Deleting a Knowledge Rating

Caution

You cannot reverse this procedure. If you delete a Knowledge Rating by mistake, you cannot restore it and have to re-create it.

However, this may cause the appearance of duplicated data in reports if knowledge entries in your system are linked to both the deleted value and active value.

You can delete a knowledge rating if you feel it is redundant or misleading. The original rating remains on existing articles but when adding a new rating the deleted value won’t be available.

  2. In the Explorer pane, expand Knowledge Bank.

  3. Select the Knowledge Ratings option to display the Knowledge Ratings window, with a list of existing ratings.

  4. Select the rating you want to delete.

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