We're happy to announce our newest feature for Guides is article ratings. Ratings allow you to gauge how well customer's problems are being answered through self service by seeing which articles are helpful to them.
If an article has a high number of helpful ratings and one of the most popular in your knowledge base, chances are the writing style used should be replicated. You can then apply that to the most unhelpful articles and consider rewriting them.
You can see the new ratings when viewing an article. Learn how to view ratings for an article.