Feedback loop
When you rate an answer, that rating tells an expert exactly where Edmund is weak, so the next answer on the same topic is better.
Everyone / expertEvery answer in chat can be rated with a thumbs up or a thumbs down. A rating is not just a score: it points at a real gap in the knowledge behind the answer. Experts and administrators read those ratings and fix the cause, so the same question gets a better answer next time.
How the loop works
You rate the answer. A thumbs up confirms the answer was useful. A thumbs down marks it as wrong, incomplete, or off-topic. Rating takes a moment and is the signal everything else depends on.
The rating surfaces. Ratings collect where experts and administrators can see them, next to the coverage table on the dashboard that shows which topics are well covered and which are thin.
An expert reviews it. They open the rated answer, read the question, and check the documents and data the answer was built from to see why it fell short.
They curate the fix. Depending on the cause, that might mean adding a missing document, replacing a file that shows No text, writing a maintenance journal entry, or tuning the suggestions.
The next answer is better. Once the knowledge improves, the same question pulls from the corrected material, so the next person to ask gets a stronger answer.
A thumbs down is most useful with a short note about what was wrong. “Wrong torque value” or “missing the newer revision” tells the expert where to look far faster than a rating on its own.
Who does what
- Users rate answers in chat. This is the only step most people on the floor need to take, and it is the step the whole loop relies on. See Chats for where the rating controls sit in a conversation.
- Experts and administrators review ratings, read them alongside the coverage table on the Dashboards, and curate the fix in Documents, the maintenance journal, or the data behind the answer.
Notifications when an answer is rated are controlled by the feedback_alerts flag, so the people who curate knowledge can hear about new ratings without watching the dashboard.
