Skip to main content
NICE CXone Expert
Expert Success Center

Article ratings and feedback

Applies to:
All MindTouch Versions
Role required:
Article ratings and feedback enable users to indicate if an article was helpful or not and provide optional comments.

► Video: Feedback and Recommended Articles

Article ratings are available for sub-pages within Guides (Topic, How-To, Reference article types) but not on Guide or Category pages.

Article ratings

Article ratings, accessed via the Community Scoring Report, provide insight into how helpful your articles are to your users.

  • Positive ratings (smiley faces) boost articles in search results to make them more easily accessible to users during future site visits.
  • Negative ratings (sad faces) suggest that articles are ineffective, which alerts you to modify or update them to improve usability.

Administrators can enable or disable ratings for anonymous users.

Rate an article

To rate an article, users click either Yes (smiley face) or No (sad face) to indicate if the article was helpful or not. Authenticated (logged in) users can also select Leave feedback to include a comment and indicate their preference to be contacted regarding their feedback.


Article feedback

Feedback is only enabled for logged in users. This prohibits spam bots from submitting feedback.

Configure feedback email

By default, feedback is sent to the site owner's email address. To change the email destination:

  1. Navigate to Site tools > Control Panel > System Settings > Configuration.
  2. Enter an email in the Email Address for User Feedback field.
  3. Click Save.

To send feedback to multiple recipients or a queue in another system, use a distribution list or submission email for the desired destination. Any tool that can accept submissions via email can work for this purpose, including Salesforce, Trello, or other task or queue management tools.

Test feedback email

Due to privacy requirements, Expert cannot store or recover comments submitted through article feedback. Ensure that the destination email is able to receive email from (allowlist), and test the feedback mechanism to make sure it is working as expected.

Video: Feedback and Recommended Articles


  • Was this article helpful?