Knowledge Base
Managing Tags, Feedback, and Article Quality
Managing Tags, Feedback, and Article Quality
Tags, feedback, and article-quality signals help maintain a useful Knowledge Base over time.
Tags
Tags provide additional classification beyond the article's primary category or folder.
Use consistent tag names and avoid creating multiple tags that mean the same thing.
Feedback
Reader feedback can identify articles that are confusing, incomplete, or outdated.
Review negative feedback together with the article content and the reader's likely task.
Helpful ratings
Helpful and unhelpful signals can provide a simple indication of whether readers are finding the article useful.
These signals should be interpreted together with views, search behavior, and direct feedback.
Reviews
Periodic article review helps verify that published guidance still matches the current product or process.
Content quality
Good articles are accurate, current, structured, searchable, and written for the intended audience.
Good practices
Do not keep obsolete information published simply because an article receives traffic. Correct, replace, redirect, archive, or otherwise manage outdated content through the appropriate lifecycle.