Content and Search Experience

Content and Search Experience replaces Page Rating in Mamba '22 and newer releases. It is the leftmost tool in End-User Feedback. Through it you can get user input on content pages in two ways:

• The first method is to ask an end-user to rate experience.

• The second method is to ask end-users to rate experience and write a detailed feedback; the feedback is optional. An end-user first rates content, then the feedback form appears.

NOTE.

• This widget works only on HTML pages.

• Search query and rank aren't tracked when an end-user gives their feedback on search and content.

• Emails and queries are not tracked for logged in users who change their email on the feedback form. For instance, if user logged in with abc@xyz.com enters logs in again with an email other than abc@xyz.com, then his email and query aren't going to be tracked.

• Guest users can enter any email address on the feedback form.

Configure Content and Search Experience

1. Open a search client for editing and jump to the End-User Feedback tab.

2. In the leftmost tab Content & Search Experience, click Configure.

   

3. Users can land on your documentation or community from a search client, social media site, email, RSS feed, or another source. To measure search efficiency, it's important to mention the traffic source. That's what we do in Add Regex. Enter the details and click Add.

   • Enter Name. Give the widget a name.

   • Search Page Regex. Enter the constant part of your search URL. If your search pages for queries [keyword_1] and keyword_2 resemble https://yourcompany.searchunify.com/search?searchString={{keyword_1}} and https://yourcompany.searchunify.com/search?searchString={{keyword_2}}, then you can write yourcompany\.searchunify\.com\/search\?searchString.

   • Referrer Regex. Enter the traffic source. End-User Feedback widget is generated on the pages defined in Regex where the widget will be generated when a user lands on those pages from the specified traffic source. Think of it this way: Users can land on your documentation site from Google, Facebook, and your company website. If want feedback only from users who access the documentation after visiting your company website, then enter the company website regex in Referrer Regex. If the traffic source isn't of much consequence in your analytics, enter .* and check Generate page rating widget for all referrers.

   • Regex where the widget will be generated. Enter the constant part of the pages where End-User Feedback widget will be shown. To display the widget on https://docs.yourcompany.com/ and https://community.yourcompany.com/, you can enter [docs|community]\.yourcompany\.com.

   

Customize Your Feedback Form

After defining the traffic source and the pages on which feedback is going to be solicited, you enter Customize Your Feedback Form which has two sections: 

1. Collect Feedback contains the definitions of traffic source and pages on which feedback widget will be displayed. You can use Add Regex to insert multiple traffic sources and pages for feedback. To delete a regex expression, use the Delete function in the Action column. However, it must be mentioned that the Delete function doesn't work if there is only one regex expression in the Collect Feedback table.

   

2. Page Rating Customization contains five customizable elements each of which has been explained in the next section.

Page Rating Customization

Page Rating Customization contains five customizable elements: Header, Select Template, Text Feedback, Search Feedback, and Acknowledgments.

Header

Header is the request for feedback that end-users see. You can select a header from templates or write a new one using Create Your Own.

Select Template

Four templates are available: Yes or No, Thumbs up/Down, Stars, and Emoticons. The template is shown next to the header. Admins can insert custom headers, sub-headers, and acknowledgments. The custom values can be removed anytime.

Text Feedback

Text Feedback allows end-users to do more than just rate their experience with a simple click. It allows them to write detailed responses. The feature is disabled by default.

To use it, toggle it on. On activation, three new configurations appear: 

• Text Feedback Heading is a prompt urging end-users to write a detailed feedback response. You can select the prompt from templates or write a new one using Create Your Own.

  

• Form Position is used to configure the location of the Text Feedback widget on a search and content page. Two values are available: Center and Bottom.

  

• Button is what an end-user has to press to submit their feedback. The text on the button can be customized.

  

Search Feedback

Search Feedback allows end-users to share their search experiences on a five-star scale and through emoticons. The configuration is disabled in its default state.

On enabling, the screen expands and a new bunch of settings appear in Search Experience Feedback.

Header and Sub Header are prompts which ask end-users to rate their search experience. You can implement a Header and Sub Header from templates or write your own using the Create Your Own function.

In Select Template, you have a choice between two scales: Stars and Emoticons. Pick either.

Text Feedback allows end-users to do more than just rate their experience with a simple click. It allows them to write detailed responses which are shared with all the admins of a SearchUnify instance. The feature is disabled by default.

To use it, toggle it on. On activation, a new configuration appears: 

• Text Feedback Heading is a prompt urging end-users to write a detailed feedback response. You can select the prompt from templates or write a new one using Create Your Own.

  

Follow Up On Feedback is for SU Admins who want to contact end-users for a more detailed feedback. By turning on this widget, they can ask for their explicit consent.

When you turn it on, two new fields appear. The first is Follow Up On Feedback Heading, which asks for consent. The second is Email where the end-users enter their email to which SearchUnify admins can follow up.

Acknowledge is an expression of gratitude to the end-users who leave a feedback. You can use an acknowledgment form existing templates or write your own.

Button is what an end-user has to press to submit their feedback. The text on the button can be customized.

Saving Changes

Once you have made the changes, scroll up to Page Rating Configuration and click Save. None of the changes are implemented if you click Cancel.

Activation

On saving changes, the End-User Feedback screen reappears. To activate the feedback mechanism on your search clients, click Enable.

You can always use Edit to change feedback configurations. However, once activated, it's impossible to delete feedback forms. However, you can Disable feedback forms when they are no longer needed.

Activation on Websites and Zendesk

Insert the following code snippet into the CSS that controls the appearance of article pages on your website or a content platform such as Zendesk. The snippet is:

<div class="page-rate">
    <div id="suPageRateApp">
        <su-app>
        </su-app>
    </div>
</div>

For websites, insert the suPageREateApp into the master CSS template. For Zendesk, insert the code into article_page.css.

Activation on Salesforce Communities

The widget is typically installed on the Article Detail page within Salesforce Communities. While it can be added to any page, including case pages, the most favored position from a business perspective is the Article Detail page. To begin, open the Communities Builder and locate the Article Detail page.

Navigate to Components and search for sU_AuthPageRating_{1234}, where {1234} represents the first four digits of your search client UID. Then, drag it to your Article Detail page.