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NICE CXone Expert
Expert Success Center

Create a feedback loop

Applies to:
All MindTouch Versions
Role required:
Establish a feedback loop to continually improve your most valuable customer-facing content.

Expert is your most direct connection to your customers and internal users. Your sales, support and success agents can drive adoption and self-help while enabling themselves and your customers to become experts. The key to success lies in your ability to evolve your knowledge. To do so, it is crucial that you create an environment that thrives on feedback and collaboration.

Encourage feedback

Actively engaging your users and agents ensures that your knowledge will continuously improve. Encourage your users to actively participate in improving and evolving your site. Feedback can be provided on an individual knowledge article or during a search.  

Direct all your user and agent feedback to your CRM or a shared email inbox to organize and triage your "knowledge queue."

Encourage comments

Capture feedback and engage with your internal users by using comments. Comments provide a collaborative interface to engage with your users and agents. To monitor comment activity, subscribe to page notifications to receive an email for corresponding comment activity.

There are two types of comments: editor comments, and revision comments.


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