In the Polaris knowledge base, users can like or dislike an article or page category, providing feedback to improve content quality. Users can perform this action multiple times if needed.
Imagine you read an article and find the instructions helpful, but you notice that one step is missing a screenshot, which would make the process clearer. You can click the dislike () icon to submit feedback, explaining your suggestion and benefit of adding the screenshot.
Your feedback contributes directly to improving the knowledge base and ensures that it remains useful and accurate for everyone.
Liking or disliking an article
To like an article:
Navigate to the desired article in the knowledge base.
Scroll down to the end of the article and click the like () icon to like the article.
The Leave a feedback panel will appear.
Optionally, enter your feedback in the provided space.
Select the Notify me about updates checkbox and enter your email address if you wish to be notified of updates related to your feedback.
Click Submit.
To dislike an article:
Click the dislike () icon.
The Help us to improve this article panel will appear.
Select an existing feedback option or click Others to provide custom feedback.
If required, select the Notify me about updates checkbox and enter your email to receive notifications.
Click Submit.
To undo your action, click the like () or dislike () icon again.
NOTE
Users who dislike an article must provide a comment explaining their feedback; otherwise, the dislike will not be counted.
Similarly, readers can like or dislike articles in the knowledge base widget.
You can undo like () or dislike () actions within 30 days unless you clear your browser cache, which deletes saved data and prevents reversal.
FAQ
What happens if I click dislike (), provide feedback, and then undo the dislike? What will happen to my feedback in the Feedback management?
If you undo a dislike after submitting feedback, the following will occur in the Feedback management in the knowledge base:
If the feedback is in an open state, it will be deleted.
If the feedback is assigned to a team member or in any other state, it will be marked as Removed, indicating that the feedback is no longer active.
What happens if I select the "Notify me about updates" checkbox?
If you select “Notify me about updates” and provide your email, the designated team handling feedback can respond in the knowledge base, and you’ll be notified of any replies related to your feedback. Providing your email is optional.
Can I provide feedback without liking or disliking an article?
No, providing feedback requires either positive or negative user reaction.
Can I dislike an article without providing feedback?
No, users must provide a comment when disliking an article; otherwise, the dislike will not be counted.
Can I provide multiple likes or dislikes on the same article over time?
You cannot give multiple likes and dislikes on the same article. However, you can change your feedback by simply clicking the opposite button (like or dislike) to switch your feedback status. If you've already left comments, these will remain associated with the new feedback type.