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Best Solution Request for Publish, Review, and Rating

Introduction

New feature to Review and Rate Best Solution Article has been implemented in ServicePRO and ServicePRO Web as a separate add-on. This feature allows privileged users, ends users, or both to rate and review published best solution articles. The ratings and reviews are stored in a separate request under a queue folder and title of your choosing. Also, a new request is created when a Best Solutions article is being requested to be published and can be stored in a queue folder of your choosing.

Enable/Disable Best Solution review/rating

This feature is enabled by a ServicePRO consultant and is active as long as you have an active maintenance plan. You will be granted a 1-month grace period if the maintenance expires.

System Option Settings

When this feature is enabled, the System Administrator will see the best solution section in System Options.

In the system options window, the administrator can choose from the following options:

  • Select a folder to request publish:
    • This option populates the system queues that are used to store a 'request to publish' request.
    • System default dispatch folder is the default folder location to store the request.
  • Who would you like to rate the solution?
    • Below are the options that an admin can select from:
      1. None: This option means no one can rate the solution.
      2. End Users: This option allows only end users to rate published solutions.
      3. Privilege Users: This option allows only privileged users to rate internal and published solutions.
      4. Both: This option allows both end and privilege users to rate the solutions. By default, the option both is selected when the feature is enabled.
  • Select a folder to store feedback:
    • This option populates the system queues that are used to store a rating request.
    • System default dispatch folder is the default folder location to store feedback.
  • Title for best solution rating and feedback
    • This option is used to set the prefix of KB solution article request title.

ServicePRO - KB Rating and Review

  1. Below image shows that there is no rating for the solution.

  2. When user clicks on the dropdown arrow next to the rating stars, a dropdown is shown to rate and write a review for the best solution. The first time a user gives a rating it will create a new request to store all reviews of that particular best solution and the solution author will become the requester.

  3. When the user gives a rating or if the user has already rated this solution, user can write a new review then the submit button will be enabled in order for them to submit it. Note: The review is not mandatory. Users can update the rating and add multiple reviews as well.

  4. When the solution has a rating, the reviews tab is shown on the UI.

  5. Below is the view of best solution Reviews tab. Here users can view the average user ratings and reviews.

ServicePRO Web – KB Rating and Review

  1. Below image shows that there is no rating for the solution.

  2. When the user clicks on the stars, a popup window will open to rate and write review for the best solution. The first time a user gives a rating it will create a new request to store all reviews of that particular best solution and the solution author will become the requester.

  3. When the user gives a rating or if the user has already rated this solution, the user can write a new review, then the submit button will be enabled in order for them to submit it. Note: The review is not mandatory. Users can update the rating and add multiple reviews as well.

  4. When the solution has average rating, reviews tab will be visible and user can see the average rating, total rating and total no. of reviews.

  5. Below is the view of best solution Reviews tab. Here users can view the average user ratings and reviews.

Export Review and Rating

User can export the detail report from best solution listing view.

  1. ServicePRO UI to export report. This PDF icon in the below image will export a detail report of rating and reviews as a PDF file of the currently selected solution item from the best solution listing. If the solution status is draft or the user has no access to give rating this Report button will be disabled.

  2. In ServicePRO Web, the Star icon in the below image will export a detail report of rating and reviews as a PDF file of the currently selected solution item from the best solution listing. If the solution status is draft or the user has no access to give rating this star icon button will not be visible.

    Both ServicePRO and ServicePRO Web will use the same template of the best solution rating and reviews detail report.

Reports

Standard Report
This is a summary report of best solution rating and reviews. Users can preview a report by setting a different date range.