---
title: View and Manage Knowledge Feedback
slug: neurons-for-itsm/admin-user-help/enu/latest/view-and-manage-knowledge-feedback
createdAt: 2026-09-16T08:42:30.048Z
---

The **Feedback** tab appears within a knowledge record and lets you see what feedback users have provided as well as enter your own feedback items.

## Knowledge Article Feedback

### Viewing Feedback Entries

1. Log in to the Service Desk console.
2. Open the **Knowledge** workspace.
3. Open a knowledge record.
4. Select the **Feedback** tab. 

:::Paragraph{indent="1"}
The list of feedback items is displayed (if any).
:::

### Creating a Feedback Entry

1. Log into the Service Desk console.
2. Open the **Knowledge** workspace.
3. Open a knowledge record.
4. From the **Feedback** tab, click **New Article Feedback**. The **New Article Feedback** window opens.
5. Enter information into the fields.

| Field             | Description                                                                                                         |
| ----------------- | ------------------------------------------------------------------------------------------------------------------- |
| User Rating       | The user rating. One star is not very useful, while five stars is extremely useful. Select from the drop-down list. |
| Is Article Useful | Asks if the article was useful. This value is not related to the **User Rating** field.                             |
| Comments          | Explanation of why you chose a specific user rating.                                                                |

6. Click **Save**. The feedback item on the list is displayed.

### Modifying a Feedback Entry

1. Log in to the Service Desk console.
2. Open the **Knowledge** workspace.
3. Open a knowledge record.
4. Click the **Feedback** tab.
5. Open the feedback entry to modify. 

:::Paragraph{indent="1"}
The **Edit Article Feedback** window opens.
:::

6. Edit the information.
7. Click **Save**.

### Deleting a Feedback Entry

1. Log in to the Service Desk console.
2. Open the **Knowledge** workspace.
3. Open a knowledge record.
4. Click the **Feedback** tab.
5. Highlight the feedback entry to delete.
6. Click the **delete** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/GHdLThBIqzUOanzCTq8my_deleteredx.png" alt caption size="10" width="14" height="13"}.

## Configuring Knowledge Feedback

### Enabling the Feedback Button for Non-Self-Service Roles

To enable a **Provide Feedback** button to display when browsing articles from a non-Self Service role such as for a Service Desk Analyst, edit the layout for the Incident business object. This allows you to provide feedback for knowledge articles without using the Self Service role. The following example uses the Service Desk Analyst incident layout since it is often assigned to a number of roles. However, you can edit any layout to enable and display the button.

1. To open the **Business Objects** workspace, Go to **Configuration** console.
2. Click **Settings > Build > Business Objects** .
3. Open the **Incident** business object.
4. Click the **Layouts** tab.
5. Open a layout, such as **IncidentLayout.ServiceDesk**, for editing.
6. Scroll to the **Views in this layout** section and click **formView**.
7. Click **Switch to old view**.
8. Check **Enable Matching panel**.
9. Click **Edit Matching Settings**.
10. Check **Provide feedback for knowledge article**.
11. Click **Save** to return to the layout.

### Disabling the Ability for Self Service Users to Leave Feedback

You can configure the system so that users in the Self-Service Portal can read knowledge articles but cannot provide feedback.

1. From the **Configuration** console, click **Build > Page Layouts** to open the **Page Layouts** workspace.
2. Under **Roles**, click **SelfService**. The page layouts available for Self Service users are displayed on the right.
3. For the page layout called **Knowledge Center**, click **Advanced Options**.
4. Uncheck **Option to provide feedback**.
5. Click **Save**. Users in the Self-Service Portal cannot provide feedback on knowledge articles.

### Changing the Default Values for Article Ratings

You can change the default number of stars that are shown when a user provides feedback to an article. The default is 1 star, but you can change it to another number of stars.

:::Paragraph{indent="1"}
*Default Feedback Rating*
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/SaLEe26DsvpAewaokpVx1_articlefeedbackdefault.png" alt="Default feedback rating" position="flex-start" size="80" width="662" height="316" initialPath="../../Resources/Images/help-images/article_feedback_default.png" githubPath="Admin-User/Content/Resources/Images/help-images/article_feedback_default.png" darkWidth="662" darkHeight="316" showCaption="false" indent="1"}

1. From the **Configuration** console, click **Build > Business Objects** to open the **Business Objects** workspace.
2. Open the business object called **KMFeedback.ArticleFeedback**.
3. Click the **Business Rules** tab.
4. Click **Initialization Rules** to display all of the initialization rules.
5. Click the **edit** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/5TCyF8M-rspn6n8sTcUVn_edit-old.png" alt caption size="10" width="16" height="16"}next to the rule called **Initialization Rule for KMFeedback#ArticleFeedback.UserRating (Default)**.

:::Paragraph{indent="1"}
The **Edit Initialization Rule** window opens.
:::

6. In the **Expression Editor** field, enter the new default value. To make the default value null, disable this rule.

:::Paragraph{indent="1"}
*Default Article Rating*
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/8jdokbCszbsraPqEz-df6_articleratingdefault.png" alt="Default article rating" position="flex-start" size="80" width="1000" height="600" initialPath="../../Resources/Images/help-images/article_rating_default.png" githubPath="Admin-User/Content/Resources/Images/help-images/article_rating_default.png" darkWidth="1000" darkHeight="600" showCaption="false" indent="1"}

2. Click **Save** to save the initialization rule.

## Configure Feedback Automation

### Executing a Quick Action When Users Leave Feedback

You can create a quick action to do any action, such as creating an incident, creating an assignment, sending a notification, and so on, but the quick actions configured here are all related to the **Knowledge** business object. You can also use an existing quick action instead of creating a new one.

To create the quick action:

1. From the **Configuration** console, click **Build > Automation Tools > Quick Actions** to open the **Actions Manager** workspace.
2. Scroll to the **FRS\_Knowledge** item and click **Add/Edit**.
3. Click the **Create New Actions** tab.
4. Click **Insert Child Object**.
5. In the **Child Object** field, select **IncidentAssocFRS\_Knowledge**.
6. Enter field names and associated field values, depending on what you want the quick action to do.
7. Click **Save**.

To specify the quick action to use:

1. From the **Configuration** console, click **Build > Page Layouts** to open the **Page Layouts** workspace.
2. Under **Roles**, click **SelfService**. The page layouts available for Self Service users are displayed on the right.
3. For the page layout called **Knowledge Center**, click **Advanced Options**.
4. Check **Execute action when creating feedback**. The **Action Menu** is displayed.
5. Click **No Category** and select **Create Assignment**.
6. Click **Save**.