How is an article's rating calculated?

The rating of an article in Dynamics 365 Customer Service is specifically determined by feedback that has been captured for that article. This feedback typically comes in the form of user ratings or comments that express how helpful or relevant the article has been in addressing customer inquiries. The system aggregates this feedback to generate an overall rating that reflects the article's effectiveness, making it easier for users to identify the most useful resources.

Focusing on feedback rather than views or notes allows the system to directly measure user satisfaction and engagement with the content, leading to a more accurate representation of an article's usefulness. Although other activities related to the article, like viewing frequency or adding notes, may provide context or additional data points about article interaction, they do not directly influence the calculated rating. Thus, feedback is the pivotal factor that determines the quality assessment of the article by its users.