I've been asked by SAP SuccessFactors customers & partners, "Do you read the comments left on KBAs?"
The answer is "Yes!" and we take it a few steps further, we have a two part process in addressing KBA feedback:
The first is that KBA authors are encouraged to routinely check the star rating and comments left on KBAs they have created. They have access to a dashboard that shows the star ratings and comments left on their KBAs within the past 90 days. They can then review comments and take action as needed. They also review low star ratings to see if they can determine what may have caused the low star rating.
Often, star ratings are not accompanied by comments, so it can be difficult to judge what may have triggered the lower rating and an improvement action is not clear. Therefore, we highly encourage you to leave a remark on what about that KBA resulted in its low quality ranking. When the reason is obvious, the author takes action to improve the KBA.
To help mitigate uncertainty with low rated KBAs, we have introduced a "Was this KBA Helpful? Yes/No" ranking to KBAs that will display a short list of options if you rank the KBA as not helpful. This should minimize the effort for you to leave useful feedback and help us take the best corrective action.
Since most authors are also Support Engineers, they may have difficulty finding time to address KBA feedback as Incident solving is their #1 priority. Therefore, we have a group of Knowledge Domain Experts in many product areas that review KBA comments and star ratings on a monthly basis. As they review, they take action based on the comment or where they see improvements can be made.
We also have an internal process that allows our SAP colleagues to flag KBAs for improvement if they are unable to make the improvement themselves.
So keep the feedback coming! It's our best bet in continuing the improvement cycle and ensuring we're delivering the content you need!
Any questions or feedback? Please comment below!
HCM & SuccessFactors
Knowledge Management Global Lead