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NICE CXone Expert
Expert Success Center

Incorporate customer feedback into your content workflow

Applies to:
All MindTouch Versions
Role required:

The most powerful and useful content feedback comes from your end users. Whether from your customer, partners, sales reps or support agents, it is crucial to act on your customer feedback. At Expert, we use a "knowledge queue" to ensure that all feedback (both internal and external) is queued and acted upon.

How to incorporate your customer feedback

Configure your feedback email to point to a group email address or to a ticket management system such as SalesForce, Zendesk, or YouTrack.

Typically, ticket management systems will provide an email address for ticket creation.

  1. Configure your feedback email. In Expert, navigate to  Control panel > Configuration > Email Address for User Feedback and enter KQ@example.cominto the text field.
  2. Set up your ticketing system. Set up your ticketing system so that any emails sent to are added to a queue.
  3. Set up an authoring review schedule. Require your authors to review the queue daily or weekly and take ownership of the feedback.
  4. Use your ticketing system. Use your ticketing system to report on KQ MTTR (mean time to resolution), KQ activity, completion ratios, author activity and more. 



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