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juliaw
Contributor ⭐️⭐️⭐️⭐️
August 6, 2025
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"Did this topic help you find an answer to your question?" - what is the purpose of this feature?

  • August 6, 2025
  • 14 replies
  • 154 views

Hi!

As we’re preparing to launch our community we were wondering if the topic helpfulness feature is necessary to have. I’ve found this topic related to this feature: Topic helpfulness: now previewing on inSpired | Gainsight Community but I was wondering if it has any other impact than in GA? . Our community is a private one, so no need to boost our SEO. Happy to hear your thoughts on this :) 

 

 

      Best answer by revote

      So ‘enable’ is the same as ‘use default’ in this case?

      No.

      If visibility of Content Helpfulness score is disabled from Control → Settings → Content Helpfulness, it is disabled from everywhere = Your default setting.

      But you can set it on only for the certain content and then choose “Enable” when the content is open in Control:

       

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      juliawAuthor
      Contributor ⭐️⭐️⭐️⭐️
      August 6, 2025

      Thank you, ​@revote! Now I understand it :)

        revote
        revote
        VIP ⭐️⭐️⭐️⭐️⭐️
        August 6, 2025

        Thank you, ​@revote! Now I understand it :)

        Glad to help.

        Suvi Lehtovaara
        Suvi Lehtovaara
        Helper ⭐️⭐️
        August 8, 2025

        In theory, you can create better content in the future, if you get sad faces. And vice versa.

        In some cases we’ve seen that the answers to this may reflect on the subject of the matter, not necessarily the quality of the article/topic.

        Example: we notify that that there’s only limited availability on a very popular product. We inform about the availability and keep the info updated. Everyone gets the info and readers are as happy as “they can be” in that situation.

        How ever this metric gives us a lot of sad faces, because everyone is sad about the limited availability itself.

        https://yhteiso.elisa.fi/
          revote
          revote
          VIP ⭐️⭐️⭐️⭐️⭐️
          August 8, 2025

          In theory, you can create better content in the future, if you get sad faces. And vice versa.

          In some cases we’ve seen that the answers to this may reflect on the subject of the matter, not necessarily the quality of the article/topic.

          Example: we notify that that there’s only limited availability on a very popular product. We inform about the availability and keep the info updated. Everyone gets the info and readers are as happy as “they can be” in that situation.

          How ever this metric gives us a lot of sad faces, because everyone is sad about the limited availability itself.

          I totally agree. Also, no matter where people can give feedback, most of the feedback is related to something else than the actual topic 😀

          This kind of feedback feature is good, but it doesn’t tell:

          • Why the topic was helpful / why it wasn´t
          • What to do next time, more or differently, and how

          And because of what you said, and all the details above, we don’t use this Helpfulness Indicator anymore. We use a third-party tool where people can press smileys and write open comments (visitors can write as well). That way, we know more about the situation. This isn´t the best solution either but it is better.

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