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Submitting feedback to improve Spok Knowledge

This topic provides information for submitting  Spok Knowledge improvement requests and other feedback to the Technical Writing Team.  This includes general feedback for all of Spok Knowledge or for specific articles.

Submitting feedback to improve Spok Knowledge (general information)

The Submit Spok Knowledge Feedback form can be used to request general improvements to Spok Knowledge.  To submit feedback to the Technical Writing Team:

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Once the form is submitted, the following process will occur:

  1. Technical Writing Team will receive an email that a SalesForce ticket is available for the feedback submitted.
  2. A member of the Technical Writing Team will assign themselves as a Case Owner and reply to the requestor within 24 hours to either discuss the completed update or the expected workload and turnaround for a more complex request.
  3. The SalesForce ticket will track emails, update status, show a case history, and can be used to share posts, files, or links.
  4. When the request is completed, the SalesForce case will be updated with resolution information and the case will be closed.  

 

Submitting feedback to improve Spok Knowledge for a specific article

The Leave Feedback link can be used to submit feedback for any article in Spok Knowledge.  To submit feedback to the Technical Writing Team about an article:

  • Scroll the bottom of the Spok Knowledge article where feedback is needed and click on Leave Feedback.
  • Under How can we improve this article?, type in your feedback.  We recommend selecting the Yes, you may contact me about this feedback check box. Click Submit Feedback.  

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Once the form is submitted, the following process will occur:

  1. Technical Writing Team will receive an email that a SalesForce ticket is available for the feedback submitted.
  2. A member of the Technical Writing Team will assign themselves as a Case Owner and reply to the requestor within 24 hours to either discuss the completed update or the expected workload and turnaround for a more complex request.
  3. The SalesForce ticket will track emails, update status, show a case history, and can be used to share posts, files, or links.
  4. When the request is completed, the SalesForce case will be updated with resolution information and the case will be closed.  

Examples of Feedback

  • Issues with Articles
    • missing or incorrect content
    • incorrect step order for procedures
    • general typos or grammar mistakes
  • Content or organizational ideas 
    • moving content to different areas
    • creating links to guides/articles for ease of use
  • Positive feedback for content that was helpful
    • what works well and can be used in other areas
    • what type of information was helpful
    • what content style makes the information clearer