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Popularity

Solutions in the Knowledge Base can be ranked by popularity in virtually any search or FAQ.  Popularity is determined by a survey question posed to customers each time they access a Solution.  When a customer logs FootPrints and views a Solution, the question Was this Solution useful to you? appears, with Yes and No options.  The responses are tracked and each Solution is given a Popularity rating (the higher the better). 

Customers do not have read access to the ratings, but any list of Public Solutions displayed to them can be ordered by popularity (the Most Popular Solutions list displayed on the Customer Homepage is always sorted by popularity).  Agents and administrators can view the popularity rating at any time; it is included in most search results from the Knowledge Base.

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