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Customers can vote articles as useful and leave comments on knowledge articles (if enabled by agents). Feedback statistics are displayed at the top of the record, as follows:
Customer voting is always enabled on knowledge articles. Each article displays a "X people found this article useful" message and allows customers to click Me too to add their vote to the article, or click I still need help with this.
Customer votes are displayed to both agents and customers, as follows:
If agents have the "Allow customer comments" check box enabled on a knowledge article, customers can leave comments at the bottom of the page.
Customer comments are included in the comment count and displayed to both agents and customers, as follows:
If agents do not select the "Hide from customers" check box when adding a comment to a knowledge article, then the comment will be visible in the Customer Portal as follows:
Agent comments are included in the comment count and displayed to both agents and customers (unless hidden), as follows: