Capture Feedback on the Helpfulness of Community Content

You make knowledge articles available to your community to help users help themselves in finding answers to their most burning questions. But how can you tell if an article was helpful? Use the Deflection Tracking component in Community Builder to ask users about the effectiveness of your content. Present them with a customized set of answers, and capture their feedback in your Salesforce org.

Where: This change applies to Lightning communities, accessed through Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions.

Why: Find out how well suggested content helps your users.

Deflection Tracking Example

How: In Community Builder, drag the Deflection Tracking component on any Feed Detail, Question Detail, or Article Detail page. Gauge article effectiveness by building reports with the Salesforce Case Deflection Reporting Package for Lightning Communities. Reports help you plan your content strategy against real data.

Deflection Tracking component