Self-Help Desk Feature: Document Ranking and Elevated Display

When you rate documents, they are displayed higher in the view so that other users can benefit from the combined experience of people who have read the document.



The more rankings, the "smarter" the database becomes!

Rating also affects which documents appear first in the list of solutions found by the Troubleshooting Wizard.

Every hour or every day (depending on the application settings), the individual rankings are computed and written to the document.

Any comments you add are added to the document, and are included in the full text search index. You can use this feature to add to the information found in the main body of the document. Here is what users see when they open a document for which rating is enabled:



You may be limited in how many times you can rank a particular document. If you are limited, you will be warned that you must rate other documents before rating the current document again. This limit is set in the Application Settings.

Enabling Rating

The [DBAdmin] must enable rating for the entire database using the Application Settings and enable the Hourly and/or Daily tallying agents.

Each document author must enable rating of the document and select the type of rating to use:




Here is a table of document types that you can rate:

	Rate
Announcement	No
Download	Yes
FAQ	Yes
Policy	Yes
Tip	Yes
Tutorial/Topic	No
Problem Report/ Service Request	No
Forum/Response	No