Article Feedback Management For Guest/Unauthenticated Salesforce Site/Community

Article Feedback Management For Guest/Unauthenticated Salesforce Site/Community

INTRODUCTION

Obtaining feedback on articles to assess their usefulness is a vital aspect of knowledge-centered support and customer success. However, collecting feedback from a public site can present challenges when relying solely on standard features. To address this, the following steps outline how to achieve knowledge feedback by implementing customizations within Salesforce sites.

DEFINE FEEDBACK OBJECTIVES

Clearly define the goals and objectives of collecting article feedback. Determine the specific metrics or criteria you wish to measure to gauge the helpfulness of articles.

CREATE CUSTOM FEEDBACK OBJECT

Develop a custom object in Salesforce to capture feedback data. This object should include relevant fields such as article ID, rating, comments, and any additional attributes you deem necessary.

DESIGN FEEDBACK COMPONENT

Design a custom component within Salesforce sites that allows users to provide feedback on articles. This component should include a rating system and a comment box to gather user input.

CAPTURE FEEDBACK

Implement functionality to capture user feedback and store it in the custom feedback object. Use Apex or JavaScript to handle user interactions and submit the feedback data to the Salesforce database.

DISPLAY FEEDBACK

Create a visual representation of article feedback to make it easily accessible to users. Use Lightning components, reports, or dashboards to display aggregate feedback ratings or individual feedback comments.

ANALYZE & ACT ON FEEDBACK

Regularly analyze the feedback data to gain insights into article effectiveness and identify areas for improvement. Use this feedback to refine and optimize your knowledge base, ensuring better support and customer success.

CONTINUOUS ITERATION

Continuously assess the feedback collection process and component effectiveness. Solicit user suggestions and iterate on the feedback mechanism to enhance the user experience and encourage increased participation.

CONCLUSION

By customizing Salesforce sites and implementing these steps, you can successfully gather feedback on articles and gain valuable insights into the effectiveness of your knowledge-centric support. This, in turn, allows you to improve customer success by delivering relevant and helpful content.

EXAMPLE

Here is a quick guide to implement get like/dislike from a guest user: https://tenetizer.com/enabling-article-voting-for-guest-unauthenticated-users-in-salesforce/

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