This page provides business administrators or moderators with a user guide for the Ratings and Reviews microservice on the Infosys Equinox platform.

Getting Started

Overview

Accessing the Ratings and Reviews Console

The Ratings and Reviews admin console allows business administrators or moderators to:

  • View, approve, or reject ratings, reviews, questions, and answers submitted by customers on the product/SKU they purchased on the storefront. Only approved reviews, questions, and answers are displayed on the storefront.
  • Create questions and answers, update answers to existing questions about the product or SKU displayed on the storefront, and view, approve, or reject questions and answers created by admin users.

When the AI app is installed, customer reviews are automatically classified as POSITIVE or NEGATIVE. This classification helps business administrators or moderators to approve or reject reviews more easily. The AI app also generates answers to questions submitted by customers or admin users automatically, but these generated answers can be edited by admin users.

Using the console, you can generate reports based on overall ratings or recently reviewed reviews and download them to your local computer if required.

For a detailed overview of the Ratings and Reviews microservice, see the Ratings and Reviews Microservice Overview.

Service Glossary

  • Business: The parent of a store or set of stores. A business manages common sets of users, catalogs, and other services for the stores associated with it.
  • Business Admin: A role that manages business settings, creates and manages stores, and enables microservices for a business.
  • Customer: A business consumer or buyer on the business’s B2B storefront.
  • Product: A good, service, or idea with a combination of tangible and intangible attributes that can have multiple variants, referred to as stock-keeping units (SKUs). In Infosys Equinox Commerce, the consumer/buyer evaluates a product (for example, a men’s dress shoe available in black and brown and in sizes from 10 to 15) but purchases a specific SKU (for example, a black-colored version of the dress shoe in size 12).
  • Stock Keeping Unit (SKU): A particular variant of a product available for purchase by a consumer/buyer.
  • Store: Represents a specific physical location or online store of a business.
  • Storefront: A consumer-facing website that presents products, content, and promotions across multiple channels such as desktop, tablet, and mobile.

Accessing the Ratings and Reviews Console

top | Managing the Ratings and Reviews

To access the Ratings and Reviews console,

  1. Log in to the Foundation service for your business (URL provided by Infosys Equinox).
  2. Click Ratings and Reviews on the StoreOps page.

    The All Ratings and Reviews landing page appears:

Managing the Ratings and Reviews

Accessing the Ratings and Reviews Console | Managing Questions and Answers

In the Ratings and Reviews homepage, you can view all the ratings and reviews details and their status:


When the AI app is installed for your store, and whenever a new review is created by a customer, the review is automatically classified as POSITIVE or NEGATIVE. 

To manage the ratings and reviews, you can:

Note:

  • Pagination options appear on all the screens.
  • To navigate to the next page, click Next.
  • By default, 10 items of ratings and reviews will appear per screen.

Configuring Search Parameters for Reviews

On the Ratings and Reviews page, you can search for reviews based on Item ID, Rating, and/or Status.

Search for Ratings and Reviews

To search the ratings and/or reviews,

  1. Click the Item ID, Rating, Classification, and/or Status drop-down list in the header to open an entry field to provide search criteria.
    Note: For displaying a predefined number of rows per screen, see Selecting Predefined Rows.
  2. Enter the desired search criteria in the search field, and then click Go.

    The ratings and review data, which match the search criteria appear:

Modify Searchable Fields

To modify the searchable fields,

  1. Click the vertical ellipse available at the beginning of the search field.
  2. Select or deselect the items to add or remove the searchable fields in the header:

    The selected searchable fields appear in the header:

Selecting Predefined Rows

By default, 10 reviews per screen will appear, but the number of reviews per screen can be modified as follows:

  1. Click the vertical ellipse available at the beginning of the search field.
  2. Select Row Select. The Row Select appears as part of the search criteria.
  3. Select 10 Rows, 25 Rows, or 50 Rows from the drop-down list.
  4. Click the Go button. The selected rows of ratings and reviews appear on the screen.
    Note: To reset the search field in the header, click the Reset button.

Approving or Rejecting a Review

Once a customer writes and submits a review in the Storefront, the review is created with a PENDING status. A business admin or moderator can approve or reject the review. Based on the decision, the review status is updated to either APPROVED or REJECTED.

To approve or reject a rating and review,

  1. On the Ratings and Review’s landing page, click on a review with PENDING status.

    The review details are displayed; for example,
  2. View the rating and review details, and click the Approve or Reject button.
    In the Storefront, only the approved reviews are displayed.

Generating and Downloading Reports

In this console, you can generate and download overall ratings or recently reviewed reviews.

To generate a report,

  1. In the Ratings and Reviews landing page, click the Generate Report button.

    The following two options are shown:
  2. Select any one of the following options:
    • By Overall Ratings – Displays average ratings, total rating count, and total review count of a product/SKU.
    • Recently Reviewed – Displays the recently reviewed items with the approved or rejected status for each item.
  3. To download any one of the above reports, click the Export button, which downloads to your local computer.

Managing Questions and Answers

Managing Ratings and Reviews | Revision History

When a product or SKU has the required number of reviews as specified in the <a href="https://developer.infosysequinox.com/microservices/rating-and-review/ratingsandreviews-collection-properties/#minProductReview">minProductReview</a> collection property, a business admin can create questions and answers for that product or SKU. A storefront user can also create questions and answers for that product or SKU via the storefront. Answers to an existing question can be provided by another storefront user via the storefront or by the business user via the admin console.

Note: When a question is created without an answer in the admin console or posted by a customer via the storefront, the answer is created automatically when the relevant AI app is installed in the store.

Only approved questions and answers are shown on the storefront. For more details, see Approving or Rejecting Questions and Answers.

A business admin can manage questions and answers by:

Creating a Question and Answer

You can create a question and answer via the admin console.

To create a question and answer,

  1. In the Ratings and Review’s landing page, click Questions and Answers.

    The Questions and Answers page appears:
  2. Click Add Q&A.
    The Add Question and Answer popup appears:
  3. In the popup, provide the required details:
    Field Description
    Item ID Provide the ID of the product or SKU.
    Question Enter the question.
    Answer Enter the answer.
    Note: If the AI app is installed for the store, the answer is generated automatically when you save the question.
  4. Click Save to create a question and answer.

Updating the Answers to a Question

You can update the answers to a question once it is approved. For more details, see Approving or Rejecting Questions.

  1. In the Ratings and Review’s landing page, click Questions and Answers.

    The Questions and Answers page appears:
  2. Click an approved question.
    The question and answers detail appears:
  3. Click Edit Answer.
  4. Edit the answers:

    Note:
    • To delete an answer, click X available next to the required answer.
    • To create more answers, click Add Answers.
  5. Click Save to save the answer.

Approving or Rejecting Questions and Answers

When an admin user or customer writes and submits a question from the admin console or storefront, the question is created with a PENDING status. A business admin or moderator can then approve or reject the question. Based on their decision, the question is moved to either APPROVED or REJECTED status. Once a question is approved, additional answers can be added by the customer or an admin user. These answers are also subject to approval or rejection by a business admin or moderator.

Approving or Rejecting Questions

You can approve or reject newly created questions with a PENDING status.

To approve or reject a list of questions,

  1. In the Ratings and Review’s landing page, click Questions and Answers.

    The Questions and Answers page appears:
  2. Select the questions that are in the PENDING status. For example,
  3. Click the Approve or Deny button.
    The selected questions are approved or rejected.

Approving or Rejecting Answers

You can approve or reject answers with a PENDING status.

To approve or reject answers,

  1. In the Ratings and Review’s landing page, click Questions and Answers.

    The Questions and Answers page appears:
  2. Click a specific question with the APPROVED status.
  3. Select the required answers with the PENDING status. For example,
  4. Click the Approve or Deny button.
    Note: To update the answers, click Edit Answer. For more details, see Updating the Answers to a Question.
    The selected answers are approved or rejected.

Managing Questions and Answers| top


Revision History
2024-09-01 | JP – Improved the content using AI.
2024-01-03 | AN – Updated for 8.16 release.
2023-10-12 | AN – Revamped and updated for 8.15.4 release.
2022-04-10 | JP – Fixed link and http issues.
2021-12-30 | AN – Updated the screens for 8.11 release.
2020-03-13 | JP – Initial draft for April 2020 release.