How to view and manage FAQ votes

In addition to leaving comments, another way that patrons can provide feedback on your FAQs is through voting. Each FAQ includes a "Was this helpful?" question with a simple thumbs up and thumbs down voting option.

If a patron finds an FAQ helpful, then they can click the thumbs up () icon. Otherwise, they can click the thumbs down () icon. These votes are tallied and can be analyzed within your Knowledge Base Explorer, giving you insight on which FAQs may need revisions.

The Thumbs Up and Thumbs Down icons on a public FAQ page


View and manage votes

Although Admin users can analyze votes for FAQs in all groups, Regular users can only analyze votes for FAQs in groups to which they're assigned. To get started, go to Answers > FAQ Entries and click on the  Votes tab.

Filtering the list of FAQs

Use the filters at the top of the page to narrow down the list of FAQs you want to analyze.

Filter options for Votes

  1. ID: this allows you to analyze votes for a specific FAQ by its ID number.
  2. Full Text: this allows you to narrow the list of FAQs by keywords in the question, details, or answers.
    • Please note: when searching multiple keywords, OR logic is applied by default.
  3. Internal Note: this allows you to narrow the list of FAQs by keywords in their notes.
  4. Status: this allows you to narrow the list of FAQs by publication status.
  5. Group: this allows you to narrow the list of FAQs by group.
  6. Created & to: use these fields to narrow the list of FAQs by their creation date.
  7. Owned by: this allows you to narrow the list of FAQs by owner.
  8. Topic: this allows you to narrow the list of FAQs assigned to one or more topics.
    • When filtering by group, this list will show only the topics in that group.
  9. Keyword: this allows you to narrow the list of FAQs assigned to a specific keyword.
    • When filtering by group, this list will show only the keywords in that group.
  10. To apply your filters, click on the Filter button.
  11. To reset the list, click on the Clear Filter link.

Viewing and clearing votes

Initially, the list of FAQ entries will be sorted by ID in descending order.

Options for viewing and clearing votes

  1. Use the pagination buttons at the top of the page to browse additional pages of FAQs (20 per page).
  2. Click on any column heading to sort by that column in ascending order. Click it again to sort by descending order.
    • Votes: Yes: this column will show you the total number of Thumbs Up votes for each FAQ.
    • Votes: No: this column will show you the total number of Thumbs Down votes for each FAQ.
    • Overall Score: this column will show you the net difference between Yes and No votes.
      • A positive score means there were more thumbs up than thumbs down.
      • A negative score means there were more thumbs down than thumbs up.
  3. To view an FAQ, click on its link in the Question column.
  4. To reset the votes for a single FAQ, click on its Reset Votes link in the Action column.
  5. To reset the votes for the entire list of FAQs, click on the Clear All Votes link at the top of the list.

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