How To Moderate Knowledge Base Ratings

Although rare, there is the possibility that a customer or competing company could try to manipulate the ratings of an article. To prevent this from happening, only logged in users can rate an article. In addition, moderators can exclude a certain user from being included in ratings calculations. By default, all users are included in ratings calculations. NOTE: Excluded users do not know their ratings are not calculated, as SmarterTrack still allows them to submit ratings on articles.

Applies to SmarterTrack 7.x - 10.x

To moderate knowledge base ratings, follow the steps below:

  1. Login to SmarterTrack's management interface as the system administrator.
  2. Click the Knowledge Base icon.
  3. Expand the Rating Moderation folder in the navigation pane.
  4. To exclude a user(s) from being calculated in ratings calculations, click the Included folder in the navigation pane. A list of currently included users will display in the content pane. Select the desired user(s) and click the Actions menu and then click Exclude. The selected user(s) will now be excluded from ratings calculations.
  5. To include a user(s) in ratings calculations, click the Excluded folder in the navigation pane. A list of currently excluded users will display in the content pane. Select the desired user(s) and click the Actions menu and then click Include. The selected user(s) will now be included in ratings calculations.

Applies to SmarterTrack 6.x

This feature is not available in this version.

For more information, please refer to the SmarterTrack Online Help.

 

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