Article Feedback Management For Guest/Unauthenticated Salesforce Site/Community
Tenetizer Technologies
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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.
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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/