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Changing the response options for "Was this answer helpful?"
Answer ID 377   |   Last Review Date 07/22/2019

How can I change the response options for "Was this answer helpful?" ?

Environment:

Answers, Customer Portal, November 2009 and newer

Resolution:

The end-user pages, by default, include an answer rating question on the answer display page. Beginning with version November 2009, the default question asks Was this answer helpful? and includes Yes/No options. You can modify this feature to allow different rating options and edit the corresponding message bases. This approach allows you to change the nature of the question from a Yes/No question to a ranking with stars or percents.

The steps for customizing the answer rating feature are different depending on the Oracle Service Cloud version and end-user page set used with your site. 

By default, the answer details page lets customers submit a Yes or No response to the "Was this answer helpful?" question. In order to display stars for ranking instead of the Yes/No option, add the num_options attribute to the widget.

In CP, the answers/detail.php file includes the AnswerFeedback widget. Update the AnswerFeedback widget to be:

<rn:widget path="feedback/AnswerFeedback2" num_options="2" threshold="1" rating="true" opts_desc="true" />

The attributes for the widget are defined within the Customer Portal Administration site. First type https://<your_site>/ci/admin/docs/widgets/standard in your web browser. (Or select Browse Widgets on the Widgets tab of the Customer Portal Administration site and select Standard Widgets on the page that opens.) Then you can select the feedback folder and the AnswerFeedback widget to see its definition, including a preview, description, default code, attributes, and all other relevant information about configuring it.

In addition, edit the WAS_THIS_ANSWER_HELPFUL_MSG message base. Change to something like "Did this answer your question?"

Path to edit setting: Select Configuration from the navigation area > Site Configuration > Message Bases > and search by Key.


For more examples on configuring the AnswerFeedback/AnswerFeedback2 widget for Oracle Service Cloud releases refer to Answer ID 4748: Modifying the AnswerFeedback2 widget to display ranking feedback options.
See also the 'Change the Answer Feedback Page' or 'Offer More than Yes and No Feedback Options' section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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