KB User's Guide - Stats Tab - Docs by Helpfulness Link and Scores

This document describes how to reset helpfulness scores for documents on your KB site.

Helpful/ Unhelpful Setting

Each time a user visits a KB document, he or she has the opportunity to indicate whether the document is Helpful or Unhelpful by clicking on the corresponding button within the "Feedback" section at the bottom of the document.

Should the user indicate that the document was not helpful, the user can click on the response text, tell us why link, to express the improvements he or she would like to see.


Clicking on the tell us why link will lead the user to a Feedback webform that will go to the document author or document owning group.


These scores are recorded both on the document itself and on the Stats tab of the KB Admin Tools (see below).


It is possible for users with publish rights to reset the helpfulness scores for documents on a month-by-month basis. This can be useful in situations where documents are rewritten or undergo major revisions. By resetting helpfulness scores, KB administrators can determine whether the changes made to documents have resulted in an improved user experience.

How to Reset the Helpfulness Score

  1. Begin by logging into the KB Admin Tools.

  2. Click on the Stats tab.

  3. On the left-hand menu, click on the 'Docs By Helpfulness' link.

  4. Helpfulness scores for all documents with votes recorded in the current year are displayed, broken down by document ID and month.

  5. To reset the scores for a given month, click on the scores. You will be presented with a dialog box asking you to confirm that you wish to reset. Click OK to continue. An additional column labeled Reset has links to reset the ratings for the currently selected year, or for all years. This option is only available to users with publish rights and access to the Stats tab.

  6. Helpfulness scores for the month in question will be reset to 0/0. Historical data will appear as gray text above the newly reset score.

  7. To view information about who reset scores for a given month and when they were reset, open the Comments and  Events at the bottom of the specific document.

  8. If you return to the document itself, the scores should be adjusted to reflect your reset.

See Also:

Keywords:helpfulness statistics negative positive helpful unhelpful   Doc ID:24410
Owner:Teresa A.Group:KB User's Guide
Created:2012-05-21 09:49 CDTUpdated:2021-06-01 13:19 CDT
Sites:KB User's Guide
Feedback:  2   0